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Agent, Optional Services
4 months ago
Job Summary
The Agent, Optional Services is responsible for the validation and dispute handling of Optional Services for carload traffic, including charges related to asset use, switching, storage, documentation, and any other Optional Service charges. The incumbent ensures CN is recovering cost for services provided, while encouraging terminal fluidity and better utilization of assets. The position identifies and improves current processes while ensuring all charges are invoiced efficiently. The role provides direction to internal departments and customers on CN Tariff 9000.
Main Responsibilities
Revenue, Cost Capture, and Quality
Support timely issuance of accurate invoices for existing tariff items
Validate and handle emails received in Optional Services inbox
Investigate invoice disputes assigned to Optional Services
Ensure safety compliance, improve safety results and local operations efficiency by collaborating with Customer Service and customers on invoicing safety issues and incomplete work violations penalties
Act as a key contact point for CN Tariff 9000 Optional Services inquiries, including training customers, Account Managers, and internal departments on the charges and how they are applied
Collaborate with other group functions and departments to identify opportunities and areas of improvement that result in customer satisfaction and yield for the Company
Work with Information and Technology (I&T) for tickets related to core system enhancement and issues
Support and provide guidance to Customer Service on handling service exceptions impacting asset use charges
Work with Revenue Management to provide additional information to assist collection efforts
Tariff 9000 and Case Management
Understand upcoming changes and application of items within Tariff 9000
Implement contract exceptions and audit for compliance
Provide feedback to internal stakeholders regarding impact of exceptions
Resolve customer concerns regarding invoices, including dispute cases opened in a timely and customer-centric manner
Suggest opportunities to resolve daily and systemic customer concerns
Digital Transformation Enablement, Collaboration, and Analytics
Suggest and participate in efforts to digitally transform and automate optional services and adjacent processes
Collaborate to engage with stakeholders in Marketing, Operations, Accounting, and I&T to improve customer experience, generate revenue, and increase productivity
Participate in requirements gathering, process mapping, testing, knowledge sharing, enhancement requests, and other activities to drive change
Propose opportunities for standardization and automation
Personal Development
Collaborate with the Manager, Optional Services to identify department skills needed to ensure required skill sets are attained
Support team members with cross-training and provide vacation coverage for Optional Services
Create and execute personal development plan
Working Conditions
The role has standard working conditions in an office environment with a regular workweek from Monday to Friday. The incumbent must be available to work weekend shifts and statutory holidays by rotation. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure, and stress.
Requirements
Experience
Logistics
Minimum 3 years of experience in Railway, Transportation or Supply Chain Logistics
Education/Certification/Designation
High School Diploma or General Educational Development (GED)
Bachelor's Degree in a relevant field
Any designation for these above would be considered as an asset
Competencies
Demonstrates active listening
Solves problems to create value
Collaborates with others and shares information
Applies critical thinking
Innovates
Communicates with impact
Sets direction and inspires others
Identifies potential safety and security risks
Develops self and others
Technical Skills/Knowledge
Advanced knowledge of Microsoft Office (Outlook, Excel, PowerPoint, Word)
Knowledge of Business Intelligence (BI) and visualization tools such as Power BI and Tableau
Knowledge of Railway transportation, supply chain, and logistics
Knowledge of CN systems, including Service Reliability System (SRS), Systems, Applications, and Products (SAP), and CN One
Fluently bilingual both written and verbal (English) French would be considered and asset
Any knowledge for any of the above would be considered as an asset
About CN
CN is a world-class transportation leader and trade-enabler. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. As the only railroad connecting Canada's Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network, CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. At CN, we work as ONE TEAM, focused on safety, sustainability and our customers, providing operational and supply chain excellence to deliver results.
At CN, we are dedicated to building North America's safest, most inclusive and sustainable railroad, which includes reflecting the communities in which we operate. Research shows that candidates from underrepresented groups often don't apply unless they feel they fit the job posting at 100%. Even if you don't see yourself in every job requirement listed in a posting, we still encourage you to apply. If you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations), please reach out to our team at .
As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law. We thank all applicants for their interest, however, only candidates under consideration will be contacted. Please monitor your email on a regular basis, as communication is primarily made through email.
