Job Description

At CN, everyday brings new and exciting challenges. You can expect an interesting environment where you\xe2\x80\x99re part of making sure our business is running optimally and safely\xe2\x80\x95helping 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 Manager, Customer Service Transaction is responsible for leading all aspects of Interchange with foreign carriers in Canada and CN One. The incumbent ensures that CN follows relevant guidelines for Interchange system-wide. The position oversees programming and troubleshooting related to Interchange reporting across the Company\xe2\x80\x99s network. The role contributes to the logistics management environment. The position identifies opportunities to improve efficiency and automation, handing regulatory requirements, reduce costs, and enhance the customer experience. Main Responsibilities
Interchange Processes

• Manage error setbacks in Canada following guidelines created through both CN-Canadian Pacific Railway (CPRS) agreement and the Company as a participant through the Association of American Railroad (AAR) Revenue Management Committee
• Work with foreign railways on Interchange rules and applications
• Review Interchange records, no block and no bills, and fix billing and other related issues to identify, resolve, and prevent setbacks
• Follow up with stakeholders for systematic issues affecting Interchange reporting, including programming changes, creation of Electronic Data Information (EDI) Repetitive Waybill Code (RWC) Maintenance (ERM), Customer Specific Bill (CSB), and customer-specific issues to prevent reoccurrences
• Verify, dispute or pay through CITRIX Systems Applications and Products (SAP) setback invoices from foreign carriers in Canada and the eastern region of the United States (U.S.)
• Ensure invoices approved for payment are stored electronically in appropriate locations for audit purposes
• Work with Revenue Management for escalation of error setbacks accounts with foreign railways to maximize CN\xe2\x80\x99s revenue

Embargo Management

• Oversee all embargos across the system
• Manage each Railinc embargo in Service Reliability System (SRS)
• Work with AAR Railinc Embargo Task Force to steer embargo programming enhancements to ensure they work with the Company\xe2\x80\x99s needs

Coaching and Mentoring

• Create a positive and motivating working environment based on teamwork, empowerment, creativity, and trust
• Ensure that the team is equipped with necessary knowledge of corporate and departmental policies, procedures, systems, and tools to perform its duties
• Manage training initiatives and onboarding for new and existing employees
• Develop, coach, set goals, and provide performance feedback to the eBusiness professionals and Technicians

CN One Website Management

• Target reduction of Shipping Instructions (SI) and related Waybill errors to improve velocity and customer satisfaction
• Establish system priorities for website performance
• Develop and implement strategic customer initiatives to improve electronic interactions between CN and customers
• Advance strategies to eliminate unnecessary manual review of electronic data and develop ways to validate data using automated tools and business processes
• Ensure concise and effective electronic processes and procedures are in place and followed consistently
• Respond in a timely manner to I&T requests when security issues and breaches are detected and website performance issues arise
• Review and vet requests for access to Steelroads, as well as Letters of Authorization requests via Railinc\xe2\x80\x99s website
• Explore means to reduce the organization\xe2\x80\x99s costs incurred from these accesses in conjunction with its Application Programming Interface (API)

Working Conditions
The role has standard working conditions in an office environment with a regular workweek from Monday to Friday. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure, and stress. The incumbent must be available for shift work, including days, afternoons, nights, weekends, and holidays when necessary according to specific schedules. The role requires minimal travel (5%). Requirements Experience Transportation Reporting and Customer Service

• Minimum 5 years of experience in transportation reporting and customer service
  
  • Minimum 2 years of supervisory experience in a clerical environment
  • Minimum 1 year of experience in logistics management

Education/Certification/Designation

• Bachelor\xe2\x80\x99s Degree in Logistics, Business or relevant experience*
  
  • Any designation for these above would be considered as an asset

Competencies

• Collaborates with others and shares information
• Solves problems to create value
• Knows the business and stays current on industry needs
• Communicates with impact
• Innovates
• Applies critical thinking
• Develops self and others
• Sets direction and inspires others
• Demonstrates active listening
• Fluently bilingual both written and verbal (English, French)*
  
  • Any skills/attributes for these above would be considered as an asset

Technical Skills/Knowledge

• Knowledge of CITRIX, SAP, and WebMethods
• Knowledge of Waybill and car record
• Knowledge of SRS Tables, including Standing Spotting Instructions (SSI), Customer Destination Instructions (CDI), and customer tables
• Knowledge of SRSIIONL, a fleet planning system
• Knowledge of Raillinc systems, including Umler, DDCT, OT57, EMBARGO, and Special Car Order (SCO90)
• Knowledge of railway operations, business, and North America\xe2\x80\x99s geography
• Knowledge of CN\xe2\x80\x99s systems such as EDI, Waybill, Customer Support Interface (CSI), Corporate Customer Information (CCIDONL), and Customer Fleet Tracking System (CUSTONL)
• Knowledge of dangerous commodity and customs regulations
• Knowledge of accounting, revenue, and marketing systems
• Advanced knowledge of Business Objects, Excel, and Access

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\xe2\x80\x99s 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. At CN, we are dedicated to building North America\xe2\x80\x99s safest, most inclusive and sustainable railroad, which includes reflecting the communities in which we operate. Research shows that candidates from underrepresented groups often don\xe2\x80\x99t apply unless they feel they fit the job posting at 100%. Even if you don\xe2\x80\x99t see yourself in every job requirement listed in a posting, we still encourage you to apply. If you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations), please reach out to our team at cnrecruitment@cn.ca. As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law. 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.