Coordinator Customer Solutions - US

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: 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.   POSITION ACCOUNTABILITIES: 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   POSITION 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   WHAT CPKC HAS TO OFFER: 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   PRE-EMPLOYMENT REQUIREMENTS: Drug Testing This position is subject to a negative company drug test.   Background Investigation Criminal history check Education verification Professional references Social Security Number verification   BECOMING A RAILROADER: As an employee with a North American presence, the possibility does exist that the location of your position may be changed based on organizational requirements.   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.   CULTURE OF INCLUSION: For our U.S. applicants, CPKC is an equal opportunity/affirmative action employer, inclusive of protected veterans and individuals with disabilities. For Canadian applicants CPKC is an employment equity employer committed to the principles of employment equity and inclusion. We encourage all qualified candidates to apply including: women, Black, Indigenous, People of Color (BIPOC), members of the LGBTQ+ community and people with disabilities. Accommodations for the job application process can be provided, as appropriate, upon request. All applicant information will be managed in accordance with the federal Personal Information Protection and Electronic Documents Act (PIPEDA).   Req ID: 106026 Department: Information Services & Network Service Centre (NSC) Job Type: Full-Time Position Type: Non-Union Location: Kansas City, Missouri Country: United States % of Travel: 0-10% # of Positions: 1 Job Grade: 5 Job Available to: Internal & External   #LI-ONSITE #LI-JA1