Job Description

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 Customer Experience Coordinator is responsible for coordinating timely movement of ocean containers for customers and collaborates with the Commercial team to meet customer expectations. The role oversees customer needs and supports their inquiries, including exceptions via e-mail and phone. The incumbent identifies opportunities to improve efficiency, reduce costs, and enhance customer experience.

Main Responsibilities

Customer Experience

\xc2\xb7 Provide accurate and timely responses to customer inquires regarding movement of goods

\xc2\xb7 Build and maintain professional relationships with customers through correspondence and regular conference calls

\xc2\xb7 Ensure timely follow-ups concerning service exceptions and customer satisfaction

\xc2\xb7 Escalate customer dissatisfaction to proper channels

Coordination of Traffic and Proactive Monitoring of Issues

\xc2\xb7 Coordinate customer shipment management activities from origin to destination monitoring

\xc2\xb7 Verify shipment status, follow up on delays, and potential impacts to customer deliveries

\xc2\xb7 Follow up with customers to execute equipment orders to fill trains

\xc2\xb7 Follow up with customers to ensure CN\'s Domestic Reposition Plan (DRP) program is fully complemented

\xc2\xb7 Track equipment dwell within terminals

\xc2\xb7 Monitor temperature to ensure that the refrigerated containers are operating properly, protecting the integrity of customers\' products

\xc2\xb7 Respond to refrigerated failures to mitigate potential claims

Accurate Reporting

\xc2\xb7 Maintain system inventory requirements, utilizing CN\'s systems such as Service Reliability System (SRS), OASIS, and Pegasus

\xc2\xb7 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 minimal travel (10%) to off-site customer locations.

Requirements

Experience

Logistics Processes

\xc2\xb7 Minimum 5 years of experience in logistics processes related to intermodal markets via ocean freight, rail, and truck

o Experience interacting with customers, externally and internally

o Experience in intermodal logistics

Education/Certification/Designation

\xc2\xb7 Bachelor\'s Degree in Business, Finance or Supply Chain Operations *

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

Competencies

\xc2\xb7 Continuously displays a customer centric attitude in order to improve the customer\'s journey

\xc2\xb7 Cultivates relationships to proactively support customers\' supply chain needs or those that support them

\xc2\xb7 Inspires others with impactful communications and adapts to the audience

\xc2\xb7 Shows initiative and empowers others to raise CN\'s collective game

\xc2\xb7 Collaborate with key internal stakeholders to enable higher productivity

\xc2\xb7 Make informed and timely decisions to get things done

\xc2\xb7 Influences by translating expertise into practical business outcomes

\xc2\xb7 Continuously innovates to create value, without compromising on safety and quality

\xc2\xb7 Fluently bilingual both written and verbal (English, French)*

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

Technical Skills/Knowledge

\xc2\xb7 Knowledge of Microsoft Suite (Excel, PowerPoint, Word)

\xc2\xb7 Knowledge of other related transportation modes

\xc2\xb7 Knowledge of CN\'s intermodal network and asset types

\xc2\xb7 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.

CN is an employment equity employer and we encourage all qualified candidates to apply. We thank all applicants for their interest, however, only candidates under consideration will be contacted. Please monitor your email on a regular basis, as communication is primarily made through email.

Canadian National Railway