International Customer Experience Coordinator

3 weeks ago

Brampton, 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

Main Responsibilities

Customer Experience
- Provide accurate and timely responses to customer inquires regarding movement of goods
- Build and maintain professional relationships with customers through correspondence and regular conference calls
- Ensure timely follow-ups concerning service exceptions and customer satisfaction
- Escalate customer dissatisfaction to proper channels

Coordination of Traffic and Proactive Monitoring of Issues
- Coordinate customer shipment management activities from origin to destination monitoring
- Verify shipment status, follow up on delays, and potential impacts to customer deliveries
- Follow up with customers to execute equipment orders to fill trains
- Follow up with customers to ensure CN’s Domestic Reposition Plan (DRP) program is fully complemented
- Track equipment dwell within terminals
- Monitor temperature to ensure that the refrigerated containers are operating properly, protecting the integrity of customers’ products
- Respond to refrigerated failures to mitigate potential claims

Accurate Reporting
- Maintain system inventory requirements, utilizing CN’s systems such as Service Reliability System (SRS), OASIS, and Pegasus
- Ensure accurate tracking and reporting of customer assets, bad orders, and leased units

Working Conditions

The role is primarily performed in an office environment with a regular workweek from Monday to Friday. The incumbent must be available to work shifts and weekends when necessary. The role requires mínimal travel (10%) to off-site customer locations.

**Requirements**:
Experience

Logistics Processes
- Minimum 5 years of experience in logistics processes related to intermodal markets via ocean freight, rail, and truck
- Experience interacting with customers, externally and internally
- Experience in intermodal logistics

Education/Certification/Designation
- Bachelor’s Degree in Business, Finance or Supply Chain Operations *
- Any designation for these above would be considered as an asset

Competencies
- Continuously displays a customer centric attitude in order to improve the customer’s journey
- Cultivates relationships to proactively support customers’ supply chain needs or those that support them
- Inspires others with impactful communications and adapts to the audience
- Shows initiative and empowers others to raise CN’s collective game
- Collaborate with key internal stakeholders to enable higher productivity
- Make informed and timely decisions to get things done
- Influences by translating expertise into practical business outcomes
- Continuously innovates to create value, without compromising on safety and quality
- Fluently bilingual both written and verbal (English, French)*

*Any designation for these above would be considered as an asset

Technical Skills/Knowledge
- Knowledge of Microsoft Suite (Excel, PowerPoint, Word)
- Knowledge of other related transportation modes
- Knowledge of CN’s intermodal network and asset types
- Knowledge of terminal and yard operations*
- 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.

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