Railway Customer Service Representative

Join our team at Southern Railway of British Columbia Limited ("SRY") as a Railway Customer Service Representative ("CSR") and play a vital role in ensuring excellent customer service and efficient logístical operations across our railway network. As a CSR, you will be responsible for assisting customers with forecasting, delivery planning, resolving complaints, and coordinating equipment moves across our railway. Working in a fast-paced, team environment, you will interact with internal and external stakeholders daily to ensure accurate transportation instructions and create a positive delivery experience for our customers. Reporting to the Manager, Customer Service, who is responsible for a team of eight professionals working in a collaborative team environment, the responsibilities of the Customer Service Representative are as follows: - Facilitates efficient rail movements from Class 1 interchange to rail processing yards to Customer facilities; - Prepares and processes freight documents and shipping instructions that comply with regulatory requirements; - Works with our customers, forecasts and plans inbound/outbound shipments with our operational team; - Ensures excellent customer service by promptly responding to customer requests and maintains positive relationships with customers; - Forecasts, orders, and distributes rail equipment in accordance with operational dynamics across our railway, using planning tools to promote efficient operations across our railway; - Initiates freight charges and billing in accordance with railway tariffs and company procedures; - Maintains accurate records and data reporting of customer shipments and service performance; - Fosters an environment of continuous improvement to ensure efficiency and effectiveness from both an operational and customer support view through the review and analysis of KPIs; - Handles and resolves issues or challenges that may arise during the transportation process by collaborating with internal teams and external stakeholders, working to minimize customer disruptions; - May occasionally walk the yard to verify rail car as required by operations; and - Other duties as assigned. To be considered for the Customer Service Representative role, you should have the following qualifications: - Completion of a Business Administration, Logistics, or Transportation diploma or degree from a post-secondary institution; - Customer service experience in an industrial or transportation environment would be beneficial; - Outstanding customer service skills that will allow you to build strong stakeholder relationships; - Active listening skills and the ability to respond to customer inquiries in a timely manner; - Excellent interpersonal skills with an ability to develop strong business relationships, and demonstrate the capability of working effectively with cross-functional teams; - Strong problem-solving and analytical skills; - The ability to maintain productivity under pressure and changing conditions; - The ability to work effectively in a fast-paced, ever-changing environment; - An entrepreneurial spirit with strong business acumen; - Strong abilities working with MS Business Suite (Word, Excel, Outlook). Familiarity with SharePoint and Power BI is an asset. **Additional Information**: - This job requires the incumbent to work a variety of shifts ranging from day to afternoon or graveyard on any day of the week including weekends and statutory holidays. - You will need to wear Personal Protective Equipment (PPE) when walking the yard to verify rail cars. - This is a unionized position with a competitive salary and benefits package. All new hires will be required to undergo pre-employment medical testing, personnel assessment testing, and reference & criminal record checks. - **Southern Railway of British Columbia is an Equal Opportunity Employer.**_ **Job Types**: Full-time, Permanent **Salary**: $38.93 per hour Expected hours: 37.5 per week **Benefits**: - Company events - Company pension - Dental care - Disability insurance - Employee assistance program - Extended health care - Life insurance - On-site parking - Paid time off - Vision care - Wellness program Flexible Language Requirement: - French not required Schedule: - 8 hour shift - Day shift - Evening shift - Every Weekend - Monday to Friday - Morning shift - Night shift Ability to commute/relocate: - New Westminster, BC V3M 6S3: reliably commute or plan to relocate before starting work (required) Application question(s): **Education**: - Bachelor's Degree (required) Licence/Certification: - Canadian SIN or working visa/permit (required) - and clean BC Driver's license (min. class 5)? (required) Work Location: In person