International Program Coordinator, Temperature

1 month 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**

The International Program Coordinator, Temperature Controlled Customer Experience is responsible for executing and performing the day-to-day task’s involved in CN’s international temperature controlled program including customer inquires, internal planning and supporting CN’s customer relationships. The incumbent understands the cold supply chain and the underlying market in which CN operates with the ability to develop solutions that meet the wants and needs of customers and customer’s customer. The role is crucial to the success of our cold supply chain product and a key differentiator in the marketplace.

**Main Responsibilities**

**Service Excellence**
- Handle customer complaints by providing solutions, often within a time limit to ensure the customer is satisfied
- Learn to identify customer needs or desires in order to recommend the appropriate product or service
- Learn the software systems used by the company to be able to communicate effectively with incoming inquiries
- Develop and share daily terminal plans that ensure timely delivery of our customer’s shipments to ports and inland locations
- Support our customer’s ability to make timely delivery of container to meet CN’s genset powerpack departure schedule
- Monitor and escalate left behinds and dwelling units on both import and export containers
- Coordinate container delivery and shuttle when applicable with CN’s Trucking division
- Work with customers and internal stakeholders to develop appropriate reservation allocation plan
- Identify “Hot Loads”, report findings and escalate to appropriate leader for further action
- Document, record and measure Customer Service Key Performance Indicators (KPIs)
- Develop and maintain proper score cards, internal and external
- Optimize operations and service excellence through collaboration with internal stakeholders
- Ensure allocations and reservations are executed based on customer commitments and align with broader Intermodal strategy
- Support action plans to address left behinds and dwelling units
- Work with asset team to ensure timely delivery of empty assets to meet the weekly demand of CN’s customers
- Provide feedback to other departments to help improve sales, marketing, and business processes
- Learn about the products inside and out to be able to answer any questions from customers

**Operational Excellence**
- Identify and provide supporting documentation for escalated issues requiring leadership involvement
- Record service delivery failures across the CN network
- Terminal temperature check management and audit
- Work along side International Asset Officer to coordinate timely delivery and availability of CN’s Temperature Controlled Assets
- Ensure safety is maintained and support safety and cost-saving key initiatives within this segment
- Promote cargo security and manage CN terminals and network
- Continue enhancing terminal and network visibility for cold chain boxes
- Communicate with Customs for cross-border movements
- Coordinate and communicate optional service charges
- Create and support customer specific documentation and tracking to enable a more productive customer experience

**Working Conditions**

The role has standard working conditions in an office environment with a regular workweek from Monday to Friday. Occasionally, the role may include weekend coverage. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure and stress.

**Requirements**:
**Experience**

Specialty
- Minimum 3 years of fleet management or transportation management experience

**Education/Certification/Designation**
- College Diploma or equivalent - Supply Chain or Business
- Bachelor’s Degree or equivalent*
- Any designation for these above would be considered as an asset

**Competencies**
- Collaborates with others and shares information
- Communicates with Impact
- Understanding of Food Safety
- Connect the Dots and Drive Results
- A Customer Centric Mindset

**Technical Skills/Knowledge**
- Excellent verbal and written communications skills
- Basic knowledge of CN customer base and the cold supply chain.
- Knowledge of the Microsoft Office, Access, Tableau*
- 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,

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