Coordinator Customer Solutions - US

For our U.S. applicants, CPKC • Kansas City, MO

3h • Onsite

About The Position

As the Coordinator Customer Solutions, you will deliver world-class service and results to our customers by providing quality and timely responses to customer calls and emails. You will be responsible for supporting the day-to-day execution of customer service for Carload, Intermodal, and E‑Business customers; this includes quarterbacking the resolution of customer issues, monitoring customer shipments as required and managing customer expectations and relationships.

Requirements

• 2 years of experience in customer service.
• Experience logistics, transportation, or rail operations environment is an asset
• Strong attention to detail and ability to manage multiple tasks at once
• Ability to pivot focus quickly
• Ability to investigate issues, gather information, and drive resolution
• Clear and professional communication skills (written and verbal)
• Comfort working in systems and managing transaction-based work
• Team-oriented with a focus on execution and follow-through
• Ability to perform in a 24x7 environment. Shift work is an essential function of this position

Responsibilities

• Respond to customer inquiries related to shipments, service, billing, and processes
• Provide accurate and timely updates on shipment status, service disruptions, and exceptions
• Ensure all customer interactions are documented and tracked appropriately
• Investigate and resolve day-to-day service issues (missed switches, delays, billing questions, etc.)
• Coordinate with Operations, Border Services, and other internal teams to resolve problems
• Escalate issues as required and follow through to completion
• Identify recurring issues and flag trends to leadership
• Support onboarding activities for new customers (system setup, process guidance, documentation)
• Help customers understand how to interact with CPKC services and tools
• Ensure customers are operationally ready to ship
• Assist customers with CPKC systems (portals, EDI/API tools, digital platforms)
• Provide basic troubleshooting and guidance for system-related issues
• Support increased use of digital tools and self-service capabilities
• Work closely with Operations, Sales, and Customer Solutions teams to support customer needs
• Communicate service impacts and updates clearly across stakeholders
• Maintain awareness of operational conditions affecting customers

Benefits

• Flexible and competitive benefits package
• Competitive company pension and/or retirement plans
• Employee Share Purchase Plan
• Performance Incentive Plan
• Annual Fitness Subsidy
• Part-time Studies Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed