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Specialist Customer Experience

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CPKC

2mo ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Data
  • Winnipeg

AI generated summary

  • You need a bachelor's degree, 3 years of experience, customer service skills, data analysis ability, problem-solving skills, results-oriented mindset, and proficiency in Excel, Salesforce, and SAP.
  • You will analyze CS data, manage reporting dashboards, identify improvement opportunities, coordinate customer communications, utilize feedback tools, and communicate findings effectively.

Requirements

  • * Bachelor's degree from an accredited university or college, preferably in a job related major field of study
  • * Minimum 3 years of relevant professional experience, or equivalent combination of education and experience
  • * Previous customer experience required
  • * Ability to analyze data and conduct root cause analysis
  • * Strong problem solving, organizational and planning skills.
  • * Results-oriented with a sense of urgency.
  • * Ability to perform in a 24x7 environment.
  • * Skilled in using Office software, particularly Excel, SalesForce and SAP

Responsibilities

  • Proactively mine, analyze, and leverage CS operational data, and provide insights that can drive actions to drive improved customer experience.
  • Creation and on-going management of master CS reporting and dashboard
  • Accountable, through the disciplined measurement of CS operations, for the identification of continuous improvement opportunities of CS business processes to achieve service level agreements
  • Manage the overall CS/CX customer communication process, including the coordination of customer communication requests from other CPKC departments
  • Expert SME for Marketing Cloud functionality, bulletin approval and publication process.
  • Responsible for employing a variety of tools such as formal and informal customer feedback & customer satisfaction surveys; then analyzing and designing specific practices that can be put into place to enhance customer experience.
  • Ability to utilize systematic tools (Salesforce, Amazon Connect, Excel, etc.) to gather, manipulate, format, and present results for consumption
  • First-rate written communication skills to be utilized in business case summaries, customer bulletins, etc.

FAQs

What is the main purpose of the Specialist Customer Experience position?

The main purpose of the Specialist Customer Experience position is to gather, analyze, and leverage customer service operational data to drive improved customer experience and identify continuous improvement opportunities.

Where can this position be based?

This position can be based in either Winnipeg, Manitoba or Kansas City, Missouri.

What are the main accountabilities for this role?

The main accountabilities include proactively analyzing CS operational data, managing CS reporting and dashboards, identifying improvement opportunities, coordinating customer communication processes, and employing various tools to enhance customer experience.

What qualifications are required for this position?

A Bachelor's degree in a relevant field and a minimum of 3 years of relevant professional experience or an equivalent combination of education and experience are required.

Is previous customer experience necessary for this job?

Yes, previous customer experience is required for this position.

What tools and software should candidates be skilled in?

Candidates should be skilled in using Office software, particularly Excel, Salesforce, and SAP.

What type of background checks are required for this position?

The successful candidate must complete a criminal history check and a reference check.

Will there be any travel required for this job?

The position may require minimal travel, estimated to be 0-10%.

What is the job type and how many positions are available?

The job type is full-time and there is 1 position available.

Does CPKC have inclusive employment practices?

Yes, CPKC is committed to being an equal opportunity/affirmative action employer and encourages candidates from diverse backgrounds to apply.

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CPKC

Transportation
Industry
1001-5000
Employees

Mission & Purpose

Go places no one else can go with CPKC. As the only single-line rail network connecting North America, CPKC provides innovative and efficient freight transportation services to key markets across the continent elevating safety, improving service and driving sustainability. We are changing supply chains, connecting communities and fueling economic growth in Canada, the United States and Mexico.