Domestic Customer Experience Coordinator

2 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

Monitor service levels for Intermodal shipments
- Evaluate and coordinate the logístical requirements with the handling of shipments for Domestic Wholesale / Retail intermodal customers. This includes the development and communication of processes to be used for internal execution purposes. Includes EMP program.
- Monitor reservation priorities to avoid left behind scenarios
- Assist the team handling LOS (level of service) reporting, as required. (Retail Logistics)
- Develop and analyze on a monthly, and as required basis, performance metrics for internal and external use. Implement action plans to improve service delivery to the customer.
- Identify and act on opportunities to improve the supply chain processes.
- Enhance or develop strong relationships with clients.
- Proactively manage exceptions and develop cost effective recovery plans to minimize shipment disruptions.
- Work closely with the Cube group for allocation in meeting the demands of customers

Reporting, Tracking and Tracing
- Assist in running customer reports to ensure Wholesale and Retail customers equipment and shipments are moving on time.
- Ensure private Heat/Reefer units are being protected while in CN possession
- Monitor Wholesale deramped loads are picked up in a timely manner
- Ensure Retail loads have delivery appts, specifically couriers, and monitor execution
- Provide escalation on units, when necessary, that are on Customs hold and working with respective Customs teams to get holds removed and units moving
- Working with CN TC’s and Reservations team to ensure wholesale and private customer temperature sensitive equipment is prioritized each day

Transborder Monitoring
- Ensure crosstown moves are executing in Chicago to/from the UP, NS and KCS and work with Mexico team on northbound when required. Includes EMP Program
- Ensure there are no customs or billing issues in advance of the southbound crosstown move
- Escalate to contacts for any issues (i.e. billing, customs, etc.)

Working Conditions

The role has standard working conditions in an office environment with a 5 day workweek. The incumbent must be available to work varying shifts, including weekends and stat holidays, based on company requirements.

**Requirements**:
Experience
- Between 1 to 3 years experience in logistics processes related to Intermodal Markets
- Transportation knowledge with temperature sensitive equipment
- Intermodal transportation experience
- Knowledge of internal systems SRS/Pegasus/RTBI/CNONE/CIC
- Any experience for these above would be considered as an asset

Education/Certification/Designation
- Post Secondary Diploma*
- Any designation for these above would be considered as an asset

Competencies
- Inspires others with impactful communications and adapts to the audience
- Collaborates with key internal stakeholders to enable optimal productivity
- Cultivates customer relationships to proactively support their business supply chain needs or those that support them
- Applies analytical thinking to make recommendations that pursue sustainable business practices
- Makes informed and timely decisions to get things done
- Works well under pressure and change by staying calm to quickly adapt to changes
- Is agile in responding to the rapid evolution of the industry and technology
- Ability to work both independently and in a team environment

Technical Skills/Knowledge
- Microsoft Office, Business Objects, Power BI experience
- Ability to learn and navigate CN internal systems like Pegasus, Service Reliability System (SRS), Real Time Business Intelligence (RTBI), CNONE, Pure Connect (CIC), Intermodal Retail Shipment Monitoring (IRSM)
- Understand CN network and the different facets of moving intermodal traffic with specific focus on Intermodal equipment
- Knowledge of other Class 1 railroads, UP/NS/KCS/CSX/BNSF/FEC and Mexico

**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 commit

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