Coordinación Procesos de Documentación / Spec (Monterrey)

Description

The eBusiness Coordinator is at the forefront of educating customers on all aspects of shipping with CPKC, including but not limited to finance, inventory, transit, business reviews, and acting as a liaison between customers and internal CPKC teams.

The position advocates on behalf of customers where service issues exist while maintaining the integrity of CPKC and exhibiting confidentiality as appropriate.

Accountabilities

• Deliver world‑class service to customers that supports profitable growth and meets ongoing customer requirements.
• Lead, develop, plan and implement the key objectives outlined under Service Strategy (deliver results for customers, wow customers daily, build strong customer relationships / partnerships, assess/anticipate customer needs).
• Address customer issues with CPKC’s electronic offerings as they are identified; EDI, Billing and Customer Portal.
• Deploy and support mid‑high complexity customer electronic solutions, ensuring customer commitments are met in a timely and cost‑effective manner.
• Conduct remote training, system overviews and provide knowledge‑sharing opportunities via webinars, etc., to both internal and external users of Customer Station portal.
• Provide full training and enhanced onboarding technical and procedural guidance to new intermodal and carload customers.
• Actively participate in new projects and implementation of new technology.
• Solicit feedback from customers to identify opportunities for service improvement.
• Possess a good understanding of customers’ business, industry and supply chain needs.
• Provide data analyses to identify customer trends, invoice and billing processes and provision of data metrics for internal teams.
• Highly developed problem‑solving ability to quickly assess and triage internal system vs. external system customer/human error issues and provide an optimum solution.
• Handle all aspects of project management on small projects including requirements development and documentation, implementation plan and testing of solution once delivered to ensure customer usability and functionality.

Required

• Bachelor’s degree (or equivalent) in Management, Economics, Marketing, Business or other related field.
• 2+ years working experience with or knowledge of railway processes.
• Proficiency with Office productivity software (Word, Excel, PowerPoint, Access) and internet tools.
• Comprehensive knowledge of advanced Excel functionality.
• Strong relationship management skills.
• Demonstrated ability to manage multiple initiatives simultaneously.
• Strong analytical ability.
• Ability to handle difficult customers and remain professional and composed, able to adjust to customers communication style.
• Proficiency in English and Spanish both verbal and written skills; is an asset.
• Demonstrates a high degree of customer focus.
• Ability to work under strict time lines and pressure.
• Ability to work effectively on more than one project at any given time.
• Ability to travel up to 10%.
• Willing to be on‑call or work statutory holidays and/or weekends when required.

We Offer

• Complete health and welfare benefits package.
• Competitive salary.
• Incentive plan.
• Vacation plan.

EEO Statement