Junior Account Executive / Customer Solutions Analyst

About the role

As a Customer Service Analyst at CPKC, you will act as the primary liaison between the railway and its customers across Mexico. You will respond promptly to inquiries, resolve issues, and help customers navigate our digital tools, ensuring a seamless shipping experience.

Key responsibilities

• Respond to customer inquiries about shipments, service, billing, and processes.
• Provide accurate, timely updates on shipment status, service disruptions, and exceptions.
• Document and track all customer interactions in the CRM platform.
• Investigate and resolve day‑to‑day service issues such as missed switches, delays, and billing questions.
• Coordinate with Operations, Border Services, and internal teams to resolve problems and escalate when necessary.
• Identify recurring issues, flag trends, and support continuous improvement.
• Assist new customers with system setup, process guidance, and documentation.
• Help customers use CPKC portals, EDI/API tools, and other digital platforms, providing basic troubleshooting.

Required profile

• Bachelor's degree from an accredited university or college.
• At least 2 years of experience in customer service; logistics or rail experience is a plus.
• Bilingual in English and Spanish.
• Strong attention to detail and ability to manage multiple tasks simultaneously.

Required skills

• Proficiency with CRM platforms.
• Experience using EDI/API tools.
• Familiarity with digital customer portals and platforms.