Hace 4 sem
Analista de Experiencia en el Servicio / Co, Onboarding MX
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Sobre el empleo
Detalles
Contratación:
PermanenteHorario:
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PresencialDescripción
Canadian Pacific (CP) and Kansas City Southern (KCS) are now CPKC. As the only truly North American railway, we are making big moves! Drawing on our strong foundations and heritage, CPKC moves essential goods across our 20,000-mile network to support economic growth throughout Canada, the U.S. and Mexico. Be a part of history as we connect a continent and create exciting career opportunities across our new transnational network.
Description
The Coordinator Onboarding plays a pivotal role in guiding customers through CPKC's shipping processes, covering finance, inventory, transit, and business reviews, and facilitating communication with internal teams. Positioned in a dynamic environment that values continuous improvement and customer satisfaction, this position challenges individuals to deliver their best, grounded in CPKC's principles. The role also involves representing customer interests in service-related issues and upholding CPKC's integrity and confidentiality standards.
Accountabilities
- Deliver exceptional onboarding experiences to customers
- Enhance the quality of interactions and promptly address issues with electronic offerings
- Set up and train new users on various web applications,
- Deploy and support electronic solutions, and conduct remote training and knowledge-sharing sessions
- Meet customer needs in a timely and cost-effective manner while actively seeking feedback for service improvement
- Possess a basic understanding of customer businesses and provide data to internal teams based on analysis of trends and needs
- Provide technical guidance, work on new technology projects, and contribute to the development and testing of web applications
- Manage small projects to enhance customer usability and functionality
- Address internal and external issues effectively
Ideal Candidate Qualifications
Required
- Bachelor's degree in Management, Economics, Marketing, Business, or related field
- 2 years' experience in customer service or railway processes
- Proficient in MS Office software and advanced Excel
- Strong in relationship management and multitasking
- Excellent analytical skills and ability to handle difficult customer interactions professionally
- Skilled in written and oral communication, with the ability to influence across the organization
- Proficiency in both English and Spanish is beneficial
- Highly customer-focused with the ability to work under pressure and meet strict deadlines
- Capable of managing multiple projects and willing to travel up to 10%
- Available for on-call duties, as well as working on holidays and weekends when necessary
We Offer
- Complete health and welfare benefits package
- Competitive salary
- Incentive plan
- Vacation plan
EEO Statement
We value a culturally diverse workforce and are proud to be an equal opportunity employer while providing reasonable accommodations for all employees. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex gender identity, sexual orientation, national origin, disability status, or any other legally protected basis, in accordance with applicable law. The talent selection process for vacant positions at CPKC is governed by the principles established in its Labor Equality and Non-Discrimination Policy, and applies to all applicants internal and external alike. In addition, clinical tests and background check are not part of the final decision-making process during selection.
ID: 19055474
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