Assistant Manager, Domestic Customer Service
3 weeks ago
At CN, everyday brings new and exciting challenges. You can expect an interesting environment where you’re part of making sure our business is running optimally and safely―helping keep the economy on track. We provide the kind of paid training and opportunities that long-term careers are built on and we recognize hard workers who strive to make a difference. You will be able to thrive in our close-knit, safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters. Join us
Job Summary
The Assistant Manager, Domestic Customer Service is responsible for ensuring that CN meets customers needs by providing knowledge, support, and direction to Customer Service Representatives (CSR). The incumbent facilitates cross-functional communication with internal and external stakeholders to ensure successful issue resolution. Additional tasks include monitoring departmental and CSR performance against established customer service objectives and standards, and acting as an escalation point for all unresolved issues. Moreover, the incumbent identifies efficiency opportunities and cost reductions to enhance customer experience.
Main Responsibilities
Escalation Contact
- Provide resolution for day-to-day and systemic customer issues
- Supervise the logístical and transactional activities required between Customer, Dispatch, Vendor, and other railroads (e.g. accepting tenders, ordering equipment, billing, appointment booking, monitoring stales and customer pools)
Special Projects
- Support department in special projects assigned by Managers or self-assigned with Manager approval
- Identify and implement ways to improve department productivity
Staff Management and Collaboration
- Schedule vacation, sick days, and ensure subsequent coverage
- Monitor and enforce Systems, Applications and Procedures (SAP) for team absence and vacation
- Coordinate workload assessments, evaluations, and development
- Distribute new accounts to Coordinators to ensure adequate coverage to meet level of service expectations
- Maintain Coordinator cross trainings to ensure customer expectations are met
- Provide coverage when short-handed by sending out reports and support staff in order to maintain a high level of customer service
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 by rotation and weekends when necessary. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure and manage stress. The role requires travel (5%) at customer locations.
**Requirements**:
Experience
Logistics and Customer Service
- Minimum 4 years of logistics and customer service experience
Education/Certification/Designation
- Bachelor’s Degree in Business Administration
Competencies
- Continuously displays a customer centric attitude in order to improve the customer’s journey
- Collaborates with key internal stakeholders to enable higher productivity
- Builds and maintains an internal network to support a better overall work experience
- Makes informed and timely decisions to get things done
- Inspires others with impactful communications and adapts to the audience
- Leverages feedback and coaching to improve performance
- Tracks metrics to achieve ambitious targets and holds self and others accountable to meet performance expectations
- Applies analytical thinking to make recommendations that pursue sustainable performance
- Continuously innovates to create value, without compromising on safety and quality
- Deals with pressure and change by staying calm to quickly adapt to changes
Technical Skills/Knowledge
- Knowledge of Microsoft Office: Outlook and Excel
- Knowledge of Pegasus, Service Reliability System (SRS), Right-Time Business Intelligence (RTBI), CN One, PureConnect, ICBM System Program Office, Intermodal Retail Shipment Monitoring (IRSM), and Oasis
- Understanding of CN network and the different facets of moving intermodal
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.
-
Business Analyst, Domestic Transportation
4 weeks ago
Brampton, Canada Canadian Tire Corporation Full time**What you’ll do** The Analytics & Tactical Solutions team within Domestic Execution supports the daily execution teams managing all inbound and outbound freight within Canada. This team’s mandate is to provide insight into the performance of our operations (cost & service) to enable internal and external stakeholders to make sound business decisions...
-
Assistant Manager
2 days ago
Brampton, Ontario, Canada Carter'sOshKosh Full timeQUESTIONNAIRE-3-823641Employee Type:RegularIf you are a CURRENT Carter's employee, you MUST apply through the Internal Career Link within theMy Career & Performanceapp in Workday . Do not apply using the below external application. Carter's, Inc. is the largest branded marketer in North America of apparel exclusively for babies and young children. The...
-
Assistant Manager
2 days ago
Brampton, Canada Genuine Canadian Corporation Full timeEmployee Type: Regular If you are a CURRENT Carter’s employee, you MUST apply through the Internal Career Link within the app in . Do not apply using the below external application. Carter’s, Inc. is the largest branded marketer in North America of apparel exclusively for babies and young children. The Company owns the Carter’s and...
-
Customer Service Manager
4 weeks ago
Brampton, Canada Inter Canada Fisheries Full time**Job Description for Customer Service Manager** **About the company** Inter-Canada Fisheries is a Canadian importer and distributor of fresh and frozen fish and seafood products. Our office and main warehouse are located at 225 Orenda Road, Bramton, Ontario. We are looking for a Customer Service Manager to join our success driven team. The person will be...
-
Assistant Manager
2 days ago
Brampton, Canada Carter'sOshKosh Full timeQUESTIONNAIRE-3-82 3641 Employee Type: Regular If you are a CURRENT Carter’s employee, you MUST apply through the Internal Career Link within the My Career & Performance app in Workday . Do not apply using the below external application. Carter’s, Inc. is the largest branded marketer in North America of apparel exclusively...
-
Office Administrative Assistant
1 month ago
Brampton, Canada Conec Corp Full timeGlobal manufacturer with international shipments that has recently implemented a new ERP system and is looking for an individual to join our office team in a supporting role. This individual needs to be motivated and willing to cross over to different responsibilities. **Office Admin - Assisting Roles** - Prepare and maintain orders and processing entries -...
-
Receptionist/customer Service
19 hours ago
Brampton, Canada CARSTAR Brampton Full time**About us** CARSTAR Brampton is a small business in Brampton, ON. We are professional, agile, and our goal is to provide the highest quality auto body repair. We offer 24/7 accident support and towing assistance to get you back on the road quickly. Our collision center in Brampton, ON provides dent repair, dent removal, storm damage repair and other...
-
Customer Service Supervisor
3 days ago
Brampton, Canada Automann Canada Full time**Job description** Automann Heavy Duty Canada is a family-run and customer-focused, leading distributor of HD truck and trailer parts since 1994. We sell to regional warehouse distributors, truck/ trailer dealers and specialty repair shops throughout the US, Canada and abroad. With more than 40,000 active parts across 17 categories from Body and Cabin...
-
Customer Service Supervisor
7 days ago
Brampton, Canada Automann USA Full time**Job description** Automann Heavy Duty Canada is a family-run and customer-focused, leading distributor of HD truck and trailer parts since 1994. We sell to regional warehouse distributors, truck/ trailer dealers and specialty repair shops throughout the US, Canada and abroad. With more than 40,000 active parts across 17 categories from Body and Cabin...
-
Customer Service Supervisor
6 days ago
Brampton, Canada Automann Canada Full time**Job description** Automann Heavy Duty Canada is a family-run and customer-focused, leading distributor of HD truck and trailer parts since 1994. We sell to regional warehouse distributors, truck/ trailer dealers and specialty repair shops throughout the US, Canada and abroad. With more than 40,000 active parts across 17 categories from Body and Cabin...
-
Lead Service Technician
7 days ago
Brampton, Canada Service Experts Canada Full time**Commercial HVAC Service Technician, Lead** **Reports To**:General Manager and/or Operations Manager **Status**: Full-time, Regular **Category**: Service **Location Name**: GTA Commercial **Location Address**: Brampton **Join the team of experts and realize your true potential!** **Why You Should Join the Service Experts Team?** Our team consists of...
-
Customer Service Representative
18 hours ago
Brampton, Canada Staples Canada Full time: 1239740 **Position Summary**: Highly focused on sales generation of merchandise/services within the Service Centre and Copy Centre while demonstrating a high degree of customer awareness and ensuring exceptional customer satisfaction with an accurate, expedient return/exchange/purchase process. Responsible for knowing and understanding the operations of...
-
Customer Experience Manager
4 weeks ago
Brampton, Canada Michaels of Canada, ULC. Full timeStore - TOR-BRAMPTON/NORTH, ON Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes. Maintain store recovery standards to deliver our Brand Promises. Deliver friendly customer service. Assist Store Manager in leading and managing adherence to Standard...
-
Customer Service Representative
3 days ago
Brampton, Canada University Health Network Full time**JOB POSTING #915566** **Position: Customer Service Representative** **Department: Altum Health** **Site: Brampton** **Reports to: Site Manager** **Hours: 37.5 hours per week** **Salary Range: $21.07 to $26.34 (** **Commensurate with experience and consistent with the UHN compensation policy)** **Status: Permanent Full-time** Altum Health is a...
-
Csr (Customer Service Representative)
20 hours ago
Brampton, Canada The Party Centre Full timeWe are currently looking for a friendly and energetic inside sales and customer service representative with the ability to also assist with office management and organization. You will play a crucial role in ensuring the smooth operation of our office and providing exceptional administrative and customer support. If you have excellent organizational skills,...
-
Assistant Manager
4 weeks ago
Brampton, Canada GreenTech Resources Limited, Canada Full timeWe have an opportunity for an Assistant Manager to join our team! The Assistant Manager offers support to their manager and assists in the day-to-day operation of the store. They are responsible for administrative work including employee management, inventory, banking and scheduling. **Duties**: - Assist the store manager in daily operations and management...
-
Customer Service Representative
1 week ago
Brampton, Canada Lifemark Health Group Full time**Customer Service Representative - pt Health - North Brampton Physiotherapy** **Permanent Part-Time** **Location: 36 Vodden St.** **Brampton, Ontario** Are you passionate and dedicated to making a positive impact on people’s health and wellness? Do you thrive on having the satisfaction of being on a driven team of industry experts and building a...
-
Brampton, Ontario, Canada CN Rail Full timeAt CN, everyday brings new and exciting challenges. You can expect an interesting environment where you are part of making sure our business is running optimally and safely-helping keep the economy on track. We provide the kind of paid training and opportunities that long-term careers are built on and we recognize hard workers who strive to make a...
-
Executive Assistant
1 month ago
Brampton, Canada Dynamis Capital Partners Full timeDynamis Capital Partners Inc is searching for an experienced Executive Assistant to join our team in Ontario. The Executive Assistant will be responsible for various administrative duties supporting the Managing Partner as part of a broader team. WHAT YOU WILL DO: - Maintain and manage calendars utilizing Microsoft Outlook - Schedule appointments and heavy...
-
Customer Service Representative
1 week ago
Brampton, Canada Mobile Auto Solutions, LLC Full timeCompany: Assured AutomotiveJob Description:The CSR is responsible for providing an exceptional customer experience. They manage working relationships with customers and insurances companies while providing all components of administrative support for the Repair Facility Team.Key Job Responsibilities Ensure consistent execution of WOW (Wow Operating Way)...