Railway Customer Service Representative

Full job description

Join our team at Southern Railway of British Columbia Limited ("SRY") as a Railway Customer Service Representative ("CSR") and play a vital role in ensuring excellent customer service and efficient logistical operations across our railway network. As a CSR, you will be responsible for assisting customers with forecasting, delivery planning, resolving complaints, and coordinating equipment moves across our railway. Working in a fast-paced, team environment, you will interact with internal and external stakeholders daily to ensure accurate transportation instructions and create a positive delivery experience for our customers.

Reporting to the Manager, Customer Service, who is responsible for a team of eight professionals working in a collaborative team environment, the responsibilities of the Customer Service Representative are as follows:

• 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;
• May occasionally walk the yard to verify rail car as required by operations; and
• Other duties as assigned.

To be considered for the Customer Service Representative role, you should have the following qualifications:

• Completion of a Business Administration, Logistics, or Transportation diploma or degree from a post-secondary institution;
• 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 communication skills;
• Active listening skills and the ability to respond to customer inquiries in a timely manner;
• Excellent interpersonal skills with an ability to develop strong business relationships, and demonstrate the capability of working effectively with cross-functional teams;
• Strong 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;
• An entrepreneurial spirit with strong business acumen;
• Strong abilities working with MS Business Suite (Word, Excel, Outlook). Familiarity with SharePoint and Power BI is an asset.

Additional Information:

• This job requires the incumbent to work a variety of shifts ranging from day to afternoon or graveyard on any day of the week including weekends and statutory holidays.
• You will need to wear Personal Protective Equipment (PPE) when walking the yard to verify rail cars.
• This is a unionized position with a competitive salary and benefits package. All new hires will be required to undergo pre-employment medical testing, personnel assessment testing, and reference & criminal record checks.

If you are interested in joining a dynamic fast-paced organization, please visit SRY's career website: www.sryraillink.com/careers/ to apply. NOTE: only applications received through our careers site will be reviewed; applications submitted to Indeed is NOT monitored or reviewed.

While we thank all applicants for their interest, only short-listed candidates will be contacted.

Southern Railway of British Columbia is an Equal Opportunity Employer.

Job Types: Full-time, Permanent

Pay: $38.93 per hour

Expected hours: 37.5 per week

Benefits:

• Company events
• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care
• Wellness program

Flexible language requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Every Weekend
• Monday to Friday
• Morning shift
• Night shift

Ability to commute/relocate:

• New Westminster, BC V3M 6S3: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you understand you MUST apply at Southern Railway of British Columbia Limited's career site (www.sryraillink.com/careers) instead of on Indeed.ca's account? Applications received on Indeed.ca will not be reviewed.

Education:

• Secondary School (required)

Licence/Certification:

• Canadian SIN or working visa/permit (required)
• and clean BC Driver's license (min. class 5)? (required)

Work Location: In person

Application deadline: 2025-01-19