Customer Experience Coordinator - Domestic (18-month contract)

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Posted on: 8/20/2026 - Application Deadline: 8/31/2026

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 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

- 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




- Act as internal support for any customer issues that occur affecting other groups in Intermodal including appointment scheduling, pick-up and delivery issues, shipment holds, invoice disputes and reporting

Working Conditions

The role has standard working conditions in an office setting 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 experience
- *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

- 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

Does CN accept foreign applicants?

CN requires that applicants be legally eligible to work in Canada or the US. This includes Citizens, Permanent Residents, or anyone in possession of a work permit with certain conditions. At this time, CN does not provide immigration assistance to foreign applicants.

What is the rehire process for former CN employees?

The application process for a former CN employee is the same as for all other candidates.

Can I withdraw an application?

Yes, if you change your mind about a particular job, you may withdraw your application at any time. If you've already received a job offer, you can simply decline it.

I was unsuccessful with the online assessment - how long must I wait before I can re-apply?

You will have to wait a period of 6 months before you are eligible to re-apply to a position that requires the same testing.

I am having technical difficulties with the online assessment.

For online assessment troubleshooting and support please contact .

I was not selected for a job and would like feedback on my application.

Due to the high number of applications we receive, we cannot provide feedback as to why each candidate was not progressed.

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📌 Customer Experience Coordinator - Domestic (18-month contract) (Brampton)
🏢 Canadian National Railway
📍 Brampton