Manager Customer Service (Oakville On or Calgary)

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

HYBRID Role in Calgary AB or Oakville ON

POSITION SUMMARY:

The Manager Customer Service is responsible for developing and maintaining superior customer relations by coordinating and supporting all customer needs relative to the service and sales centric functions for existing and new rail cars, and the associated system administration.   This will include liaison and coordination with Sales, Repair, Portfolio Management, Portfolio Operations, Finance and Engineering, as well as customers and other 3rd party stakeholders.

In addition to operational leadership, this role is expected to bring a strategic and forward-thinking mindset—leveraging data, technology, and continuous improvement to enhance business processes, improve customer experience, and drive operational efficiency. The ideal candidate is curious, challenges the status quo, and seeks to understand end-to-end workflows to identify opportunities for simplification, automation, and innovation.

The Manager Customer Service leads and develops a team of Customer Service Representatives (CSRs) within their group, reporting directly to them. Together with the other Managers Customer Service, the role will partner with the VP Strategic Marketing & Customer Experience

on strategic initiatives, ensuring alignment with corporate priorities and contributing to business transformation efforts.

PRIMARY RESPONSIBILITES

• Provide Customer Service Excellence to a limited number of assigned Key Accounts.
• Supervise and guide a team of regional Customer Service Representatives.
• Support Sales activities and analysis as required.
• Directly input to select corporate initiatives and participate in strategic teams as required ensuring coordination between Sales Regions and Corporate Office(s).
• Ensure proper system and administrative protocols are followed through the life cycle of a railcar lease.
• Manage relationships with Customers, internal stakeholders and other 3rd Parties.
• Coordinate Voice of Customer and competitive intelligence with relevant parties in Sales and Marketing groups.
• Drive customer satisfaction throughout all aspects of the processes. 
• Coordinate with Repair Scheduling to optimize flow of general repair and qualification cars through the shop network.
• Partner with Leasing CI to identify and implement continuous improvement initiatives using problem-solving approaches (e.g., root cause analysis, process mapping) to streamline workflows, reduce errors, and improve cycle times across customer service operations.
• Leads, coaches, and develops a team of Customer Service Representatives by setting clear expectations, providing regular feedback and recognition, fostering accountability, and creating a positive, inclusive team culture that models company values and encourages open communication.
• Identify opportunities to automate, simplify, and standardize processes across the customer lifecycle, improving both efficiency and customer experience.
• Translate Voice of Customer insights and operational data into actionable improvements that drive measurable business impact.
• Foster a culture of continuous improvement within the team by encouraging curiosity, innovation, and accountability for process excellence.
• Other Duties as assigned

SKILLS/SPECIFICATIONS:

• Demonstrated curiosity and learning agility; proactively seeks to understand how work gets done and how it can be improved.
• Strategic mindset with the ability to connect day-to-day operations to broader business objectives and customer outcomes.
• Strong analytical capabilities with experience using data to identify trends, diagnose issues, and drive improvements.
• Comfort operating in a technology-forward environment, with a willingness to adopt and champion new tools, systems, and digital capabilities.
• Proven ability to lead change and influence others in evolving processes, systems, or ways of working.
• Excellent written and verbal communication skills
• Highly organized and accountable with strong business acumen
• Motivated to work independently as well as in larger groups
• Able to thrive within a fast-paced dynamic environment. 

EDUCATION/EXPERIENCE/QUALIFICATIONS:

• 3-5 years related work experience
• Must be available to travel (5-10%)
• Railcar knowledge & experience required.
• Understanding of bulk chemical / petrochemical industry and shippers an asset.
• Experience managing multiple direct reports preferred.
• Hybrid role based out of Calgary, Katy, Oakville or Chicago. Must work in the region represented.

DISCLAIMER:

 Please note the duties listed are not set forth for purposes of limiting the assignment of work. They are not to be construed as a complete list of the many duties normally to be performed under a job title or those to be performed temporarily outside an employee's normal line of work. Duties, responsibilities, and activities may change at any time with or without notice.

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.