Agent ou Agente Services Optionnels

3 weeks ago

Brampton, Canada Canadian National Railway Full time

Au CN, chaque jour apporte de nouveaux défis stimulants. Vous évoluerez dans un milieu intéressant où vous contribuerez au déroulement sécuritaire et efficace de nos activités et aiderez à maintenir l’économie sur la bonne voie. Nous offrons les programmes de formation rémunérés et les possibilités sur lesquelles reposent les carrières à long terme, et nous soulignons le travail acharné des employés qui s’efforcent de changer les choses. Vous pourrez vous épanouir dans notre culture unifiée axée sur la sécurité, où nous travaillons ensemble comme UNE ÉQUIPE. Nous offrons des carrières valorisantes car notre travail fait une différence. Embarquez avec nous

**Résumé des fonctions**

L’agent ou l’agente Services optionnels est responsable de la validation et du traitement des différends relatifs aux services optionnels, notamment les écarts de poids, les pénalités pour envois mal chargés ou surchargés, les frais d’entreposage, de guérite et de manutention, les déroutements, la documentation, la surveillance des conteneurs frigorifiques, le levage et le pesage, les retenues en attente du connaissement, le stationnement, l’entreposage de conteneurs, le camionnage et d’autres frais de services optionnels. Le ou la titulaire du poste veille au recouvrement des coûts par le CN pour les services fournis tout en favorisant la fluidité dans les terminaux et une meilleure utilisation des actifs. La personne en poste détermine et améliore les processus actuels en s’assurant que tous les frais sont facturés de façon efficace. Cette personne donne des directives aux services internes et aux clients qui utilisent les services optionnels prévus dans le tarif CN 9100.

**Principales responsabilités**

**Recettes, saisie des coûts et qualité**
- Établir des factures à jour et exactes pour les articles-tarifs et les frais facturés
- Valider et traiter les courriels qui arrivent dans les boîtes aux lettres des Services optionnels
- Veiller au respect des règles de sécurité et améliorer les résultats à cet égard en examinant avec le groupe Marketing et les clients les pénalités facturées pour les infractions à la sécurité
- Collaborer avec le personnel d’autres fonctions et services pour repérer des possibilités d’amélioration qui permettront d’accroître la satisfaction des clients et le rendement du CN
- Au besoin, travailler avec l’Information et technologie (I et T) pour traiter les dossiers d’incident touchant l’amélioration du système principal et les problèmes connexes
- Surveiller les files d’attente du contrôle qualité
- Collaborer avec la Gestion des recettes pour fournir des renseignements supplémentaires qui appuieront les efforts collectifs

**Exception au contrat et gestion des cas**
- Comprendre les prochaines exceptions contractuelles au tarif CN 9100
- Mettre en œuvre des exceptions contractuelles et vérifier leur conformité
- Fournir une rétroaction aux intervenants internes au sujet de l’incidence des exceptions
- Répondre aux préoccupations des clients concernant les factures et les dossiers de contestation, en temps opportun et selon une approche axée sur le client
- Suggérer des possibilités de résoudre les problèmes quotidiens et systémiques des clients

**Facilitation, collaboration et analyse de la transformation numérique**
- Proposer des initiatives et participer aux efforts visant à assurer la transformation numérique ainsi que l’automatisation des services optionnels et des processus connexes
- Collaborer avec le directeur adjoint ou la directrice adjointe en vue de travailler de concert avec des intervenants des services Marketing, Exploitation, Comptabilité et I et T et ainsi améliorer l’expérience client, générer des profits et accroître la productivité
- Participer à l’établissement des besoins de l’entreprise, à la schématisation des processus, aux essais, au partage des connaissances, aux demandes d’amélioration et à d’autres activités pour stimuler le changement
- Proposer des possibilités de normalisation et d’automatisation

**Développement personnel**
- Collaborer avec le directeur adjoint ou la directrice adjointe en vue de déterminer les compétences nécessaires au service pour assurer l’atteinte des niveaux de compétence requis
- Encourager les membres de l’équipe à suivre une formation polyvalente afin de pouvoir effectuer des remplacements au sein des Services optionnels pendant les vacances, au besoin
- Créer et mettre en œuvre un plan de développement personnel

**Conditions de travail**

Ce poste prévoit des conditions de travail standard dans un bureau (après la pandémie de COVID-19) et un horaire de travail normal du lundi au vendredi. La personne qui occupe ce poste doit être disponible pour travailler les fins de semaine et les jours fériés par roulement, au besoin. En raison de la nature du poste, le ou la titul

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