Customer Support Advisor supporting clients and members of Achievers’ employee recognition and rewards platform. Resolving complex cases across Salesforce, email, and phone in a hybrid Toronto role.
About the role
- Customer service manager leading key accounts and CSR teams for Marmon’s industrial railcar business. Driving customer satisfaction, process automation, and operational improvement.
Responsibilities
- Provide customer service excellence to assigned key accounts
- Supervise and guide regional Customer Service Representatives
- Support Sales activities and analysis
- Contribute to corporate initiatives and strategic teams
- Ensure system and administrative protocols throughout the railcar lease lifecycle
- Manage relationships with customers, internal stakeholders, and third parties
- Coordinate Voice of Customer and competitive intelligence activities
- Drive customer satisfaction across processes
- Coordinate with Repair Scheduling to optimize railcar flow through the shop network
- Partner with Leasing CI on continuous improvement initiatives using root cause analysis and process mapping
- Lead, coach, and develop Customer Service Representatives
- Identify opportunities to automate, simplify, and standardize customer lifecycle processes
- Translate customer insights and operational data into measurable improvements
- Foster continuous improvement, innovation, and process excellence
- Perform other duties as assigned
Requirements
- 3–5 years of related work experience
- Must be available to travel (5–10%)
- Railcar knowledge and experience required
- Understanding of the bulk chemical / petrochemical industry and shippers is an asset
- Experience managing multiple direct reports preferred
- Demonstrated curiosity and learning agility
- Strategic mindset connecting operations to business objectives and customer outcomes
- Strong analytical capabilities and experience using data to identify trends, diagnose issues, and drive improvements
- Comfort operating in a technology-forward environment and willingness to adopt and champion new tools, systems, and digital capabilities
- Proven ability to lead change and influence others
- Excellent written and verbal communication skills
- Highly organized and accountable with strong business acumen
- Ability to work independently and in larger groups
- Ability to thrive in a fast-paced, dynamic environment
Benefits
- Diverse learning and working opportunities
- Hybrid work arrangement
- Travel opportunity/requirement (5–10%)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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