Customer Experience Coordinator - Domestic (18-month contract)

Canadian National Railway Company•Brampton, ON

1d•Onsite

About The Position

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.

Requirements

Between 1 to 3 years experience in logistics processes related to Intermodal Markets
Post Secondary Diploma
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

Nice To Haves

Any experience for rail and truck experience would be considered as an asset
Any designation for Post Secondary Diploma would be considered as an asset

Responsibilities

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
Answer calls from general customer 866 experience line
Check for proactive issue resolution
Act as internal support for any customer issues that occur affecting other groups in Intermodal including appointment rescheduling, pick-up and delivery issues, shipment holds, invoice disputes and reporting