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**Job Summary**
The

Domestic Customer

Experience

Coordinator – Retail Segmentis responsible forproviding 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,billand 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 customerson a daily basis
Monitor and track shipments including verification of status, following up on delays,potential impacts to delivery appointments
Track shipments that have beenretainedat customer sites longer than specified allowance, following up withcustomer detention asrequired
**Toll-Free Line and General Customer**
**Experience**
**Coordination**
Answer calls fromgeneral customer 866experienceline
Check for proactive issue resolution
**Internal Liaison**




Act as internal support for any customer issues that occur affecting other groups in Intermodal including appointment 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 a5 dayworkweek.

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 3years experienceinlogisticsprocesses 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
**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 needsor those that support them
Applies analytical thinking to make recommendations that pursue sustainable performance
Makes informed andtimelydecisions 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 differentfacetsof moving intermodal traffic
General knowledge of other retail accounts for back up coverage
**_***This role is posted as grade 10_**

📌 Customer Experience Coordinator - Domestic (18-month contract) (Brampton)
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📍 Brampton