Agent, Optional Services

3 weeks ago

Montréal, 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 Agent, Optional Services is responsible for the validation and dispute handling of Optional Services for carload traffic, including charges related to asset use, switching, storage, documentation, and any other Optional Service charges. The incumbent ensures CN is recovering cost for services provided, while encouraging terminal fluidity and better utilization of assets. The position identifies and improves current processes while ensuring all charges are invoiced efficiently. The role provides direction to internal departments and customers on CN Tariff 9000.

Main Responsibilities

Revenue, Cost Capture, and Quality
- Support timely issuance of accurate invoices for existing tariff items
- Investigate invoice disputes assigned to Optional Services
- Ensure safety compliance, improve safety results and local operations efficiency by collaborating with Customer Service and customers on invoicing safety issues and incomplete work violations penalties
- Act as a key contact point for CN Tariff 9000 Optional Services inquiries, including training customers, Account Managers, and internal departments on the charges and how they are applied
- Collaborate with other group functions and departments to identify opportunities and areas of improvement that result in customer satisfaction and yield for the Company
- Work with Information and Technology (I&T) for tickets related to core system enhancement and issues
- Support and provide guidance to Customer Service on handling service exceptions impacting asset use charges
- Work with Revenue Management to provide additional information to assist collection efforts

Tariff 9000 and Case Management
- Implement contract exceptions and audit for compliance
- Provide feedback to internal stakeholders regarding impact of exceptions
- Resolve customer concerns regarding invoices, including dispute cases opened in a timely and customer-centric manner
- Suggest opportunities to resolve daily and systemic customer concerns

Digital Transformation Enablement, Collaboration, and Analytics
- Suggest and participate in efforts to digitally transform and automate optional services and adjacent processes
- Collaborate to engage with stakeholders in Marketing, Operations, Accounting, and I&T to improve customer experience, generate revenue, and increase productivity
- Participate in requirements gathering, process mapping, testing, knowledge sharing, enhancement requests, and other activities to drive change
- Propose opportunities for standardization and automation

Personal Development
- Collaborate with the Manager, Optional Services to identify department skills needed to ensure required skill sets are attained
- Support team members with cross-training and provide vacation coverage for Optional Services
- Create and execute personal development plan

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 and statutory holidays by rotation. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure, and stress.

**Requirements**:
Experience

Logistics
- Minimum 3 years of experience in Railway, Transportation or Supply Chain Logistics

Education/Certification/Designation
- High School Diploma or General Educational Development (GED)
- Bachelor’s Degree in a relevant field*
- Any designation for these above would be considered as an asset

Competencies
- Demonstrates active listening
- Solves problems to create value
- Collaborates with others and shares information
- Applies critical thinking
- Innovates
- Communicates with impact
- Sets direction and inspires others
- Identifies potential safety and security risks
- Develops self and others

Technical Skills/Knowledge
- Advanced knowledge of Microsoft Office (Outlook, Excel, PowerPoint, Word)
- Knowledge of Business Intelligence (BI) and visualization tools such as Power BI and Tableau*
- Knowledge of Railway transportation, supply chain, and logistics*
- Knowledge of CN systems, including Service Reliability System (SRS), Systems, Applications, and Products (SAP), and CN One*
- Fluently bilingual both written and verbal (English, French)*
- 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 econom

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