Coordinator, Customer Service

2 weeks ago

Winnipeg, Canada Canadian Pacific Railway Full time

**PURPOSE OF POSITION**:
The Coordinator Customer Service is at the forefront of all aspects impacting a wide variety of customers including but not limited to: finance, inventory, transit, business reviews, liasing between customer and internal CPKC teams.

The position advocates on behalf of customers where service issues exist while maintaining the integrity of CPKC and exhibiting confidentiality as appropriate.

**POSITION ACCOUNTABILITIES**:
Ability to communicate timely and accurately to daily inquires from external customers and internal CPKC departments
Demonstrate issue "ownership" - build value through relationships by ensuring a thorough understanding of customer issues and how to resolve same
Gain understand our product offerings and new initiatives designed to drive revenue and volume growth
Work with CPKC Account Manager on all aspects of account(s)
Ensure a productive and positive Customer Experience by drilling down to root cause of exceptions in service
Support the Customer Journey through educating customers on CPKC offerings that "make it easy" to do business with CPKC
Participate as a key stakeholder in customer experience initiatives
Advocate on behalf of customers across positions and teams

**POSITION REQUIREMENTS**:
Skilled in verbal and written communication
Ability to change priorities with little or no notice
Ability to take ownership of high visibility CPKC customer accounts
Ability to interact with Mid-level Leaders at customers and within CPKC
Demonstrated proficiency with various office software packages such as Excel and Word
Ability to learn internal CPKC computer systems quickly
Must be able to maintain confidentiality as appropriate
Ability to use logic and pinpointed information to gain agreement both internal and external

**WHAT CPKC HAS TO OFFER**:
Flexible and competitive benefits package
Competitive company pension plan
Employee Share Purchase Plan
Performance Incentive Program
Hybrid Work from home
Annual Fitness Subsidy

**ADDITIONAL INFORMATION**:
As an employer with national presence, the possibility does exist that the location of your position may be changed based on organizational requirements.

**Background Investigation**:
Criminal history check
Reference check

**Management Conductor Program**:
Becoming a qualified conductor or locomotive engineer is the single best way for a management employee to learn the business at CPKC. You may be required to obtain a certification or to maintain your current certification/qualification as a conductor or locomotive engineer.

**Req ID**: 100751

**Department**: Information Services

**Job Type**: Full-Time

**Position Type**: Non-Union

**Location**: Winnipeg, Manitoba

**Country**: Canada

**% of Travel**: 0-10%

**# of Positions**: 1

**Job Grade**: 5

**Job Available to**: Internal & External

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