Senior Manager, Customer Service International and Automotive

at  Canadian National Railway

At CN, everyday brings new and exciting challenges. You can expect an interesting environment where you are 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 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

Please refer the Job description for details