Manager, Customer Service Transaction

3 weeks ago

Edmonton, Canada Canadian National Railway Full time

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 Manager, Customer Service Transaction is responsible for leading all aspects of Interchange with foreign carriers in Canada and CN One. The incumbent ensures that CN follows relevant guidelines for Interchange system-wide. The position oversees programming and troubleshooting related to Interchange reporting across the Company’s network. The role contributes to the logistics management environment. The position identifies opportunities to improve efficiency and automation, handing regulatory requirements, reduce costs, and enhance the customer experience.

**Main Responsibilities**

Interchange Processes
- Manage error setbacks in Canada following guidelines created through both CN-Canadian Pacific Railway (CPRS) agreement and the Company as a participant through the Association of American Railroad (AAR) Revenue Management Committee
- Review Interchange records, no block and no bills, and fix billing and other related issues to identify, resolve, and prevent setbacks
- Follow up with stakeholders for systematic issues affecting Interchange reporting, including programming changes, creation of Electronic Data Information (EDI) Repetitive Waybill Code (RWC) Maintenance (ERM), Customer Specific Bill (CSB), and customer-specific issues to prevent reoccurrences
- Verify, dispute or pay through CITRIX Systems Applications and Products (SAP) setback invoices from foreign carriers in Canada and the eastern region of the United States (U.S.)
- Ensure invoices approved for payment are stored electronically in appropriate locations for audit purposes
- Work with Revenue Management for escalation of error setbacks accounts with foreign railways to maximize CN’s revenue

Embargo Management
- Oversee all embargos across the system
- Manage each Railinc embargo in Service Reliability System (SRS)
- Work with AAR Railinc Embargo Task Force to steer embargo programming enhancements to ensure they work with the Company’s needs

Coaching and Mentoring
- Create a positive and motivating working environment based on teamwork, empowerment, creativity, and trust
- Ensure that the team is equipped with necessary knowledge of corporate and departmental policies, procedures, systems, and tools to perform its duties
- Manage training initiatives and onboarding for new and existing employees
- Develop, coach, set goals, and provide performance feedback to the eBusiness professionals and Technicians

CN One Website Management
- Target reduction of Shipping Instructions (SI) and related Waybill errors to improve velocity and customer satisfaction
- Establish system priorities for website performance
- Develop and implement strategic customer initiatives to improve electronic interactions between CN and customers
- Advance strategies to eliminate unnecessary manual review of electronic data and develop ways to validate data using automated tools and business processes
- Ensure concise and effective electronic processes and procedures are in place and followed consistently
- Respond in a timely manner to I&T requests when security issues and breaches are detected and website performance issues arise
- Review and vet requests for access to Steelroads, as well as Letters of Authorization requests via Railinc’s website
- Explore means to reduce the organization’s costs incurred from these accesses in conjunction with its Application Programming Interface (API)

Working Conditions

The role has standard working conditions in an office environment with a regular workweek from Monday to Friday. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure, and stress. The incumbent must be available for shift work, including days, afternoons, nights, weekends, and holidays when necessary according to specific schedules. The role requires mínimal travel (5%).

**Requirements**:
Experience

**Transportation Reporting and Customer Service**
- Minimum 5 years of experience in transportation reporting and customer service
- Minimum 2 years of supervisory experience in a clerical environment
- Minimum 1 year of experience in logistics management

Education/Certification/Designation
- Bachelor’s Degree in Logistics, Business or relevant experience*
- Any designation for these above would be considered as an asset

Competencies
- Collaborates with others and shares information
- Solves problems to create value
- Knows the business and stays curren

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