PURPOSE OF THE POSITION: CPKC has an opening for a manager for the Customer Solutions team. The Manager, Customer Support and Service Delivery, leads a team of customer service professionals to deliver world-class service resulting in a positive customer experience. This dynamic role provides direction and support to the Customer Solutions team to deliver the highest level of customer service to our customers, assesses and anticipates customer requirements and works to WOW our customers daily. This role will work closely with marketing and sales, operations, and other business partners to build strong customer relationships.
POSITION ACCOUNTABILITIES: Proactively lead and engage a team of Customer Solutions professionals, oversee team performance and individual employee development Responsible for the identification, collection, and analysis of key customer solutions metrics Identify best practices for handling first level support for customer inquiries and concerns Manage escalation of systemic issues and urgent shipments for required action to senior leaders in operations, network service center and marketing and sales Identify opportunities for systemic resolution and continuous improvement regarding the delivery of customer solutions processes Accountable for employing a variety of tools such as customer feedback, best practices, and customer satisfaction surveys to drive positive customer experience Develop customer notices and bulletins Collaborate with Intermodal Customer Solutions and eBusiness to optimize process improvements and cross training to increase team capacity Develop strategies to communicate CPKC performance through score-carding and lead customer business reviews Monitor individual Customer Service Coordinator performance, engage in regular performance discussions, and serve as mentor to develop and/or improve skill-sets Ability to manage challenging customer interactions and remain professional and composed, able to adjust to customers communication style Manage staffing budget POSITION REQUIREMENTS: Bachelor's degree or equivalent education and experience Proficient in the use of a variety of CPKC computer applications, including Salesforce Demonstrates a high degree of customer focus Ability to communicate effectively, strong written and oral skills to respond to internal and external requests for information Strong problem solving, organizational and planning skills Ability to work under strict timelines and pressure Results-oriented with a sense of urgency Ability to perform in a 24x7 environment Flexible and competitive benefits package Employer Funded Retirement Plan Employee Share Purchase Plan Performance Incentive Program Annual Fitness Subsidy Part-time Studies Program As an employer with North American presence, the possibility does exist that the location of your position may be changed based on organizational requirements.
Drug Test Elements: CPKC is committed to the safety and health of its employees and the general public. All new hires are required to undergo a drug screen. We appreciate your cooperation in keeping CPKC safe and drug free.
Background Investigation: The successful candidate will need to successfully complete the following clearances:
Criminal history check Reference check Last 3 years of driving history Last 7 years of employment history; includes military service Social Security number verification 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.
CPKC is an equal opportunity/affirmative action employer, inclusive of protected veterans and individuals with disabilities.
Req ID: 102683 Department: Strategic Planning Job Type: Full-Time Position Type: Non-Union Location: Kansas City, Missouri Country: United States % of Travel: 0-10%# of Positions: 1 Job Grade: 4 Job Available to: Internal & External #LI-ONSITE #LI-JS1
