Customer Experience Coordinator - Domestic (18-month contract)- EN

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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   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 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 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

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