Coordinator Customer Service

Join CPKC, North America’s first transnational railroad connecting U.S., Canada, and Mexico, where your career drives progress and safety is paramount. We connect communities, fuel economic growth, and provide meaningful work in a culture that values diversity, accountability, and pride. With opportunities for training, development, and advancement, you’re not just building a career—you’re part of something bigger. Together, we move goods, connect people, and create lasting change. Your future starts here. PURPOSE OF THE POSITION: The Customer Service Coordinator plays a critical role in CPKC’s 24/7 Network Service Center, serving as a key link between customers, internal stakeholders, and field operations across our rail network. This position is responsible for managing customer inquiries, coordinating the resolution of service issues, and delivering timely, accurate communications that support exceptional service. Success in this role requires strong organization, sound judgment, and the ability to thrive in a fast-paced environment where responsiveness, collaboration, and customer focus drive results. POSITION ACCOUNTABILITIES: Respond promptly and professionally to customer inquiries related to shipments, service updates, billing, systems, business processes, and CPKC digital tools, portals, and EDI/API platforms while promoting self-service capabilities Monitor shipments, service exceptions, customer requests, network conditions, and operational impacts, providing accurate and timely communication on shipment status, disruptions, delays, exceptions, and service changes Investigate, resolve, and follow through on customer concerns including missed switches, shipment delays, billing inquiries, system issues, and other service-related matters, escalating complex or high-impact issues while maintaining ownership through resolution Coordinate with internal stakeholders to resolve customer issues efficiently, support new customer onboarding activities, and ensure customers have the information, tools, guidance, and operational readiness required to ship successfully with CPKC Document and track customer interactions, requests, escalations, and resolutions accurately while managing multiple priorities in a high-volume, time-sensitive 24/7 operational environment with professionalism and a strong customer focus Stay informed of operational conditions, network impacts, and business changes, support performance metrics and service standards, complete required training, and identify recurring issues, service trends, and process improvement opportunities for leadership review POSITION REQUIREMENTS: High school diploma or equivalent is required; post-secondary education in Business, Logistics, Supply Chain, Transportation, Communications, or a related field is considered an asset Experience in logistics, transportation, supply chain, rail operations, or a related industry is preferred, with customer service experience…