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*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, liaising between customer 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).- addresses customer issues with cpkc's electronic offerings as they are identified; edi, billing and customer portal.- deploys and supports mid-high complexity customer electronic solutions, ensuring customer commitments are met in a timely and cost-effective manner.- conducts remote training, system overviews and provides knowledge sharing opportunities via webinars, etc.
to both internal and external users of customer station portal.- provides full training and enhanced onboarding technical and procedural guidance to new intermodal and carload customers.- actively participates in new projects and implementation on new technology.- solicits feedback from customers to identify opportunities for service improvement.- possesses a good understanding of customers business, industry and supply chain needs.- provides 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.- handles 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