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Job Summary
The Senior Manager, Customer Service International and Automotive is responsible for implementing a Customer Service (CS) strategy that aligns with CN's commercial commitments and operational Key Performance Indicators (KPIs). Leading a team of Customer Service Managers and Assistant Managers, the role monitors and measures day-to-day performance and prioritizes service by customer and marketing priorities. The position communicates plans, exceptions, and estimated times of arrival (ETAs) while collaborating with internal stakeholders to come up with a plan that is in line to meet customer expectations. The incumbent designs and executes effective customer communication strategies while incorporating technology in a manner that positively influence customer experience.
Main Responsibilities
Support Service Execution and Improve Customer Experience
Review all network delays for exports, shutdown loads, sensitive temperature control traffic and hot frame loads
Work closely with the shipment quality team to ensure all containers moving on the network is loaded safely and American Association of Railroads (AAR) compliant
Work closely with Operations and Service Design to establish a new plan for delayed traffic and communicate to customers
Ensure the empty pipeline for both Intermodal and Automotive is kept full in order to leverage revenue traffic from origins that are critical to meet customer demand
Be cognizant of train utilization and negotiate volumes with customers within corridors where traffic is needed to improve slot utilization
Monitor and ensure the right volume moves on the right lane to drive and improve balance commitment as agreed by the Commercial team
Design, build and rollout processes that enable seamless onboarding of new products, customers, and volumes for both international and Automotive customers
Identify and audit service failures with customers and lanes in order to negotiate better train plan to improve CN's overall on-time performance
Internal Collaboration
Monitor carter turn times at all Intermodal terminals and ensure communications are sent out as a proactive measure for any expected delays
Establish, monitor, and measure Container Yard (CY) allocations at all terminals to expedite empty movement without dwell and additional handling
Work with Autoport to ensure resources are in place for effective handling of cars from off-loading to bay
Partner with Reservation team to establish capacity and allocation that aligns with balance as committed by the Commercial team
Establish effective communication channels between Terminals, Network Operations, Autoport and Fleet (Automotive) to drive a cohesive operating plan
Execute Key Strategic Initiatives Focused on Technology and Automation
Design the future customer service contact centre for Automotive in collaboration with Information and Technology (I&T)
Enhance and improve the use of cloud technology (e.g., Service Cloud) as a potential tool to support the customer 360 platform
Identify and encourage use of Robotic Process Automation (RPA) and Optical Character Recognition (OCR) as automation drivers to improve productivity and efficiency within the team
Promote digital connectivity with partners and customers by utilization of Electronic Data Interchange (EDI) and Application Programming Interface (API) capabilities where possible
Act as a key contributor on all strategic technology initiative including Supply Chain Integration and Orchestration (SCIO) platform that is critical to drive supply chain visibility
Leadership and Team Development
Engage and motivate CS Managers and Assistant Managers
Set clear team objectives
Determine a career plan for each CS Manager that focuses on development needs and support development plans
Coach and provide a learning experience to team by encouraging creative thinking
Evaluate team and individual performance
Working Conditions
The role has standard working conditions in an office environment with a regular workweek from Monday to Friday. The incumbent must be available to work overtime and weekends when necessary. The role requires minimal travel (15%) across Canada and the United States (U.S.). In exceptional cases, the role might be required being available on-call 24/7 to respond to critical incidences. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure and stress.
Requirements
Experience
Ocean Carrier Domain
Between 10 to 12 years of transportation experience within the ocean carrier domain
o Experience building and leveraging relationships
o Experience managing teams
o Experience in Rail centric transportation and carload
o Project management skills
Any experience for these above would be considered as an asset
Education/Certification/Designation
Bachelor's Degree in a related field
Logistics or Supply Chain Certification
Any designation for these above would be considered as an asset
Competencies
Identify needs and find solutions to create value for all customers
Collaborate with others and share information
Demonstrates agility and drives change
Sets direction and inspires others
Communicates with impact
Delegates and empowers others to create accountability
Technical Skills/Knowledge
Understanding of railroad operations, carload flows, private track ownership flows
Understanding of workforce management and principles of cost to serve
General Microsoft Office skills (Excel, Word, PowerPoint)
Knowledge of CN's operating systems (Service Reliability System (SRS), Smart Terminal, Reservation tool)
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.
At CN, we are dedicated to building North America's safest, most inclusive and sustainable railroad, which includes reflecting the communities in which we operate. Research shows that candidates from underrepresented groups often don't apply unless they feel they fit the job posting at 100%. Even if you don't 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 .
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.