Assistant Manager, Domestic Customer Service - Brampton, Canada - Canadian National Railway

Canadian National Railway

Verified Company

Brampton, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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 Assistant Manager, Domestic Customer Service is responsible for ensuring that CN meets customers needs by providing knowledge, support, and direction to Customer Service Representatives (CSR).

The incumbent facilitates cross-functional communication with internal and external stakeholders to ensure successful issue resolution.

Additional tasks include monitoring departmental and CSR performance against established customer service objectives and standards, and acting as an escalation point for all unresolved issues.

Moreover, the incumbent identifies efficiency opportunities and cost reductions to enhance customer experience.

Main Responsibilities

Escalation Contact

Provide resolution for daytoday and systemic customer issues
Supervise the logístical and transactional activities required between Customer, Dispatch, Vendor, and other railroads (e.g. accepting tenders, ordering equipment, billing, appointment booking, monitoring stales and customer pools)

Special Projects

Support department in special projects assigned by Managers or selfassigned with Manager approval
Identify and implement ways to improve department productivity

Staff Management and Collaboration

Schedule vacation, sick days, and ensure subsequent coverage
Monitor and enforce Systems, Applications and Procedures (SAP) for team absence and vacation
Coordinate workload assessments, evaluations, and development
Distribute new accounts to Coordinators to ensure adequate coverage to meet level of service expectations
Maintain Coordinator cross trainings to ensure customer expectations are met
Provide coverage when shorthanded by sending out reports and support staff in order to maintain a high level of customer service

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 weekend shifts by rotation and weekends when necessary.

Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure and manage stress.

The role requires travel (5%) at customer locations.

Requirements:

Experience

Logistics and Customer Service

Minimum 4 years of logistics and customer service experience

Education/Certification/Designation

Bachelor's Degree in Business Administration

Competencies

Continuously displays a customer centric attitude in order to improve the customer's journey
Collaborates with key internal stakeholders to enable higher productivity
Builds and maintains an internal network to support a better overall work experience
Makes informed and timely decisions to get things done
Inspires others with impactful communications and adapts to the audience
Leverages feedback and coaching to improve performance
Tracks metrics to achieve ambitious targets and holds self and others accountable to meet performance expectations
Applies analytical thinking to make recommendations that pursue sustainable performance
Continuously innovates to create value, without compromising on safety and quality
Deals with pressure and change by staying calm to quickly adapt to changes

Technical Skills/Knowledge

Knowledge of

Microsoft Office:
Outlook and Excel

Knowledge of

Pegasus, Service Reliability System (SRS), Right-Time Business Intelligence (RTBI), CN One, PureConnect, ICBM System Program Office, Intermodal Retail Shipment Monitoring (IRSM), and Oasis

Understanding of CN network and the different facets of moving intermodal

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.