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. Visit cpkcr.com to learn about the CPKC advantage, our purpose and culture.
PURPOSE OF THE POSITION:
This role focuses on providing outstanding customer service for Electronic Data Interface (EDI) by offering first-level support via phone, email, and chat. The professional will address EDI-related inquiries and issues using multiple services and platforms, catering to internal clients, service providers, and other industry-related companies.
POSITION ACCOUNTABILITIES:
- Provides technical support for customer and rail operations EDI (Electronic Data Interface) transaction sets
- Assist with managing EDI related small enhancements or projects that require a LOE
- Ensure accurate EDI contacts
- Assist with data loads for UAT and performance testing
- Provides exceptional customer service
- Ensures proper documentation of incidents, emails, requests, and follows established ticketing processes
- Comprehensive understanding of X12 and EDI Standards for rail
- Implements proactive problem resolution measures for internal and external customers
- Ability to manage multiple tasks at times of adversity
- Ability to work cross functionally with internal stake holders to drive change aligned with the organization’s initiatives
- Manage customer accounts from Canada, US and Mexico
- Escalates and provides critical incident support as needed
- Follows up with customers, provides timely updates and sees problems through to the end
- Participate rotational 24*7 On call support
POSITION REQUIREMENTS:
- Bachelor's degree from an accredited university or college, or enrolled in an accredited program with less than one year until graduation, or equivalent combination of education and experience
- 1-2 years of experience in EDI (Electronic Data Interface)
- 2 + years of phone based customer service or call center experience is preferred
- Experience communicating technical information to non-technical audience, one 1 year preferred
- Basic foundation knowledge of the rail or transportation industry 2 years is preferred
- Strong communication skills in both English is required and Spanish is preferred
WHAT CPKC HAS TO OFFER:
- Flexible and competitive benefits package
- Employer Funded Retirement Plan
- Employee Share Purchase Plan
- Performance Incentive Program
- Annual Fitness Subsidy
- Part-time Studies Program
ADDITIONAL INFORMATION:
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: 103305
- Department: Information Services
- 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
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