Assistant Manager Customer Experience, Optimization
2 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 Customer Experience, Optimization and Development is responsible for implementing a Customer Service (CS) strategy that aligns with CN’s commercial commitments and operational Key Performance Indicators (KPIs). The role drives change and improvement in CS, Sales, and Operations providing benefits for CN and International Customers. Moreover, the incumbent works closely with Sales and with Customers in order to identify areas where changes are needed to improve customer satisfaction. The position communicates plans, exceptions and estimated times of completion to internal and external stakeholders to ensure expectations are met. Furthermore, the incumbent designs and executes effective improvement strategies while incorporating technology in a manner that positively influences customer experience.
Main Responsibilities
Support Service Execution and Improve Customer Experience
- Review Network, Terminal and System issues as well as enhancements to ensure changes and improvements are documented and addressed
- Work closely with Operations (Terminal and Network) to implement new systems and processes for a smooth transition
- Address important issues in a timely manner to drive improvements to services and remain cost effective
- Coordinate with Customers on goals and future plans, updating the scope as changes arise
- Implement changes keeping all stakeholders informed and educated on dates and enhancements
- Design, build and rollout system and processes that enable seamless onboarding of new products, customers, and new avenues for international customers with key stakeholders
- Handle CN’s Intermodal Customer facing tools, processes, and support to provide an easy to use, precise and self-service access to reduce interactions
- Identify and audit service failures with Customers, Terminals, Sales and CS to improve CN’s overall performance
- Lead the development of technology solutions that satisfy customer needs and follow Operational requirements
Internal Collaboration and One Team Effort
- Meet and discuss with terminals, ports, and other stakeholders, ways to improve visibility, service and over all customer satisfaction
- Provide Senior Management regular updates and timelines on specific initiatives including any impacts to the deliverables
- Simplify and streamline the communication of information and data to International Customers leveraging Electronic Data Interchange (EDI) and Application Program Interface (API)
- Work with Carters and Terminals on ways to reduce carter dwell and number of lifts
- Partner with Shipping lines, Terminals, and Sales to develop a right size Container Yard (CY) and utilize a percentage to ensure trains depart at capacity
- Ensure all stakeholders are aware of processes in place for greater utilization of capacity and assets
- Collaborate with Information and Technology (I&T), Terminals and Sales as a Subject Matter Expert (SME) and ensure teams are provided clear and needed requirements
Execute Key Strategic Initiatives Focused on Technology and Automation
- Run eBusiness, Business-to-business (B2B), Automation and Customer Experience using new and existing tools and processes
- Collaborate with I&T and various stakeholders to implement tools and processes to create improvements
- Collaborate with I&T on projects and enhancements to ensure needs of our customer base and Operations are addressed
- Identify and validate new systems and processes available in the marketplace for possible use and adoption at CN
- Foster digital connectivity with partners and customers by utilization of EDI and API capabilities
- Act as a key contributor on all strategic technology initiatives including Supply Chain Integration and Orchestration (SCIO) platforms to drive supply chain visibility
- Ensure delivered products meet the requirements and are delivered on time and within scope
Leadership and Team Development
- Engage and motivate customers, employees and stakeholders on the CN Vision, Direction and new Systems and processes
- Mentor employees to increase their knowledge on CN systems and processes
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 overtime and weekends when necessary. The role requires mínimal travel (20%) across Canada and the United States (U.S.). In exceptional cas
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