Customer Experience Coordinator - Domestic (18-month contract)
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 Domestic Customer Experience Coordinator - Retail Segment is responsible for providing the best possible experience for customers shipping with CN. The incumbent liaises with various departments in Intermodal to coordinate the movement of shipments while meeting service expectations.
Main Responsibilities
Customer Experience Coordination
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- Coordinate movement of shipments from origin to destination to meet customers' needs
- Place orders, bill and track shipments, appoint shipments for delivery, and troubleshoot shipment issues
- Evaluate and coordinate the logistical task requirements associated with the handling of rail shipments for retail customers
- Develop and communicate plans to be used for internal execution purposes
- Interact with CN dispatch and customers on a daily basis
- Monitor and track shipments including verification of status, following up on delays, potential impacts to delivery appointments
- Track shipments that have been retained at customer sites longer than specified allowance, following up with customer detention as required
Toll-Free Line and General Customer Experience Coordination
- Answer calls from general customer 866 experience line
- Check for proactive issue resolution
Internal Liaison
- Act as internal support for any customer issues that occur affecting other groups in Intermodal including app ointmen t rescheduling, pick-up and delivery issues, shipment holds, invoice disputes and reporting
Working Conditions
The role has standard working conditions in an office environment with a 5 day work week. The incumbent must be available to work varying shifts , including weekends and stat holidays, based on company requirements.
Requirements
Experience
Logistic Processes
- Between 1 to 3 years experience in logistics processes related to Intermodal Markets
- Rail and truck experienc e
Any experience for these above would be considered as an asset
Education/Certification/Designation
- Post S econdary 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 higher 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 performance
- Makes informed and timely decisions to get things done
- Deals with pressure and change by staying calm to quickly adapt to changes
- Is agile in responding to the rapid evolution of the industry and of technology
- Ability to work independently
Technical Skills/Knowledge
- Knowledge of Microsoft Office (Outlook and Excel)
- Ability to learn and manipulate CN internal systems (Pegasus, Service Reliability System (SRS), Real Time Business Intelligence (RTBI), CN One, Pure Connect (CIC), Intermodal Retail Shipment Monitoring (IRSM)
- Understand CN network and the different facets of moving intermodal traffic
- General knowledge of other retail accounts for back up coverage
**This role is posted as grade 10
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- Fitness Subsidies
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- On-Site Cafeteria
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Sabbatical
- Leave of Absence
- Volunteer Time Off
Financial and Retirement
- 401(K) With Company Matching
- Pension
- Stock Purchase Program
- Performance Bonus
- Relocation Assistance
- Financial Counseling
Professional Development
- Tuition Reimbursement
- Promote From Within
- Mentor Program
- Access to Online Courses
- Lunch and Learns
- Leadership Training Program
- Associate or Rotational Training Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
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