Customer Service Clk

Position: Customer Service Clk - Start
Location: New Westminster

A Railway Customer Service Clerk plays a vital role in ensuring excellent customer service and efficient logistical operations across our railway network. They are responsible for assisting customers with forecasting, delivery planning, resolving complaints, and coordinating equipment moves across our railway. Railway Customer Service Clerks work in a fast-paced, team environment, interacting with internal and external stakeholders daily, ensuring accurate shipping instructions create a positive delivery of customer freight.

Responsibilities

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; and

Other duties as assigned.

Working Conditions

Works in an office environment using electronic equipment like computer/laptop, copier;

Wears Personal Protective Equipment (PPE) when conducting work outdoors;

Eight (8) hour workday;

Ability to work day, afternoon, and graveyard shifts on any day of the week including weekends and statutory holidays.

Qualifications

Completion of a Business Administration, Logistics or Transportation diploma or degree or similar from a post-secondary institution is required;

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;

Exceptional telephone and email etiquette and strong communications skills;

Active listening skills and the ability to respond to customer inquiries in a timely manner;

Excellent interpersonal skills, ability to develop strong business relationships and demonstrated capability of working effectively with cross-functional teams is essential;

Strong demonstrated 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; and

An entrepreneurial spirit with strong business acumen.

Strong abilities working with MS Office and Business Suite. Familiarity with SharePoint and Power BI is an asset.

#J-18808-Ljbffr