Supervisor, Customer Service
Supervisor, Customer Service
Posted on :
12-05-2025
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1 Vacancy
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Job Description
POSITION: Supervisor Customer Service
REPORTS TO: Manager Train Service
DEPARTMENT: Rail Transportation
LOCATION: Englehart
REFERENCE:
SALARY: $88868 $104546
WHO WE ARE:
Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services. We are a modern forwardthinking organization focused on providing safe and reliable transportation services. ONTC has a rich history of over 120 years and strong connections to the communities we serve. With over 1000 skilled professionals we work together to enhance transportation services and ensure that they are sustainable for future generations. We offer a dynamic workplace culture along with a competitive salary excellent benefit package a defined benefit pension plan paid vacation paid personal leave days and discounted transportation on our bus and passenger rail services.
ACCOUNTABILITY STATEMENT:
The Supervisor Customer Service oversees the daily operations of the Crew Management Centre/Customer Service Unit (CMC/CSU) and janitorial staff ensuring efficient performance and high service standards. This role is responsible for managing customer interactions coordinating service logistics overseeing administrative processes utilizing internal systems and preparing regular operational reports for customer rail car activity.
MAJOR DUTIES/ RESPONSIBILITIES:
REQUIREMENTS:
BACKGROUND INVESTIGATION: The successful candidate will need to pass the following clearances: criminal record check employment references and education verification.
CLOSING DATE: May 20 2025 no later than 11:59 p.m. We thank all applicants for their interest; however only those selected for an interview will be contacted. Qualified individuals are invited to apply in writing with a current covering letter and resume (provided in one document) stating reference name and number. Visit our career website to apply: Ontario Northland we are committed to employment equity. We value the unique skills and experiences each person brings to Ontario Northland and invite all interested individuals to apply and encourage applications from Indigenous peoples racialized persons women persons with disabilities and persons who identify as 2SLGBTQIA.
Ontario Northland will provide accommodation to ensure barrierfree employment in accordance with the Canadian Human Rights Act and the Accessibility for Ontarians with Disabilities Act. You can request accommodation at any stage of the hiring process. If you require an accommodation please contact Human Resources.
Les offres demploi sont galement disponibles en franais. Visitez notre site Web sur les carrires ou appelez leposte 394 pour plus de renseignements.
REPORTS TO: Manager Train Service
DEPARTMENT: Rail Transportation
LOCATION: Englehart
REFERENCE:
SALARY: $88868 $104546
WHO WE ARE:
Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services. We are a modern forwardthinking organization focused on providing safe and reliable transportation services. ONTC has a rich history of over 120 years and strong connections to the communities we serve. With over 1000 skilled professionals we work together to enhance transportation services and ensure that they are sustainable for future generations. We offer a dynamic workplace culture along with a competitive salary excellent benefit package a defined benefit pension plan paid vacation paid personal leave days and discounted transportation on our bus and passenger rail services.
ACCOUNTABILITY STATEMENT:
The Supervisor Customer Service oversees the daily operations of the Crew Management Centre/Customer Service Unit (CMC/CSU) and janitorial staff ensuring efficient performance and high service standards. This role is responsible for managing customer interactions coordinating service logistics overseeing administrative processes utilizing internal systems and preparing regular operational reports for customer rail car activity.
MAJOR DUTIES/ RESPONSIBILITIES:
- Communicate daily with customers regarding car requirements demurrage billing RVP/EBOL and issue resolution
- Build strong partnerships with customers and internal departments
- Collaborate with Rail Freight Review to audit and reconcile monthend reports ensuring accuracy of demurrage and storage fees
- Coordinate car movements and manage diversions as needed
- Investigate and resolve issues in waybill reports check car reports and support Electronic Data Interchange (EDI) waybill troubleshooting
- Monitor and update car records to ensure accurate and timely billing
- Maintain accurate and uptodate Repetitive Waybill Codes (RWC)
- Oversee the correct application of the Ancillary Services Tariff
- Supervise and provide daily guidance and technical support to unionized employees across multiple shifts in North Bay Englehart Cochrane and Moosonee
- Manage employee scheduling and payroll
- Ensure compliance with all health and safety policies and procedures including mandatory training signoffs
- Address and resolve employee conflicts as they arise
- Ensure adherence to the collective agreement
- Conduct performance management activities including probationary reviews
- Train mentor and coach employees to support the correct implementation of processes
- Serve as a liaison between Customers Marketing and Operations to ensure CSU processes are followed and to identify areas for improvement
- Enter customer information into Wabtecs computer system
- Train and support customers in the use of Rail Visual Planning and Electronic Bill of Lading (RVP/EBOL
REQUIREMENTS:
- College diploma in Business Administration or equivalent of 2 years of rail experience
- 2 to 3 years experience in a supervisory or leadership role
- 2 to 3 years of handson experience in customer service
- Knowledge of train schedules yard operations and rail car types is considered an asset
- Familiar with Rail Management Information (RMI) and other transportation system programs is considered and asset
- Familiarity with asset management principles and practices is considered an advantage
- Proficiency with Microsoft Office applications specifically Outlook Teams Excel PowerPoint and Word
- Valid G drivers license with willingness to travel to all locations within Ontario Northland (up to 50%)
- Strong oral and written communication
- Strong coordination and planning skills with a proven ability to manage multiple tasks and deadlines efficiently
- Excellent time management and organizational skills
- Interpersonal relationship skills with ability to build partnerships
- Commitment to health and safety
BACKGROUND INVESTIGATION: The successful candidate will need to pass the following clearances: criminal record check employment references and education verification.
CLOSING DATE: May 20 2025 no later than 11:59 p.m. We thank all applicants for their interest; however only those selected for an interview will be contacted. Qualified individuals are invited to apply in writing with a current covering letter and resume (provided in one document) stating reference name and number. Visit our career website to apply: Ontario Northland we are committed to employment equity. We value the unique skills and experiences each person brings to Ontario Northland and invite all interested individuals to apply and encourage applications from Indigenous peoples racialized persons women persons with disabilities and persons who identify as 2SLGBTQIA.
Ontario Northland will provide accommodation to ensure barrierfree employment in accordance with the Canadian Human Rights Act and the Accessibility for Ontarians with Disabilities Act. You can request accommodation at any stage of the hiring process. If you require an accommodation please contact Human Resources.
Les offres demploi sont galement disponibles en franais. Visitez notre site Web sur les carrires ou appelez leposte 394 pour plus de renseignements.
Required Experience:
Senior IC
Employment Type
Full-Time
Key Skills
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