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!

Please note that this is a 8 month contract.

Job Summary

The Agent, Optional Services is responsible for the validation and dispute handling of Optional Services for carload traffic, including charges related to asset use, switching, storage, documentation, and any other Optional Service charges. The incumbent ensures CN is recovering cost for services provided, while encouraging terminal fluidity and better utilization of assets. The position identifies and improves current processes while ensuring all charges are invoiced efficiently. The role provides direction to internal departments and customers on CN Tariff 9000.

Main Responsibilities

Revenue, Cost Capture, and Quality

Support timely issuance of accurate invoices for existing tariff items

Validate and handle emails received in Optional Services inbox

Investigate invoice disputes assigned to Optional Services

Ensure safety compliance, improve safety results and local operations efficiency by collaborating with Customer Service and customers on invoicing safety issues and incomplete work violations penalties

Act as a key contact point for CN Tariff 9000 Optional Services inquiries, including training customers, Account Managers, and internal departments on the charges and how they are applied

Collaborate with other group functions and departments to identify opportunities and areas of improvement that result in customer satisfaction and yield for the Company

Work with Information and Technology (I&T) for tickets related to core system enhancement and issues

Support and provide guidance to Customer Service on handling service exceptions impacting asset use charges

Work with Revenue Management to provide additional information to assist collection efforts

Tariff 9000 and Case Management

Understand upcoming changes and application of items within Tariff 9000

Implement contract exceptions and audit for compliance

Provide feedback to internal stakeholders regarding impact of exceptions

Resolve customer concerns regarding invoices, including dispute cases opened in a timely and customer-centric manner • Suggest opportunities to resolve daily and systemic customer concerns

Digital Transformation Enablement, Collaboration, and Analytics

Suggest and participate in efforts to digitally transform and automate optional services and adjacent processes

Collaborate to engage with stakeholders in Marketing, Operations, Accounting, and I&T to improve customer experience, generate revenue, and increase productivity

Participate in requirements gathering, process mapping, testing, knowledge sharing, enhancement requests, and other activities to drive change

Propose opportunities for standardization and automation

Personal Development

Collaborate with the Manager, Optional Services to identify department skills needed to ensure required skill sets are attained

Support team members with cross-training and provide vacation coverage for Optional Services

Create and execute personal development plan

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 and statutory holidays by rotation. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure, and stress.

Requirements

Experience

Logistics

Minimum 3 years of experience in Railway, Transportation or Supply Chain Logistics

Education/Certification/Designation

High School Diploma or General Educational Development (GED)

Bachelor's Degree in a relevant field

Any designation for these above would be considered as an asset

Competencies

Demonstrates active listening

Solves problems to create value

Collaborates with others and shares information

Applies critical thinking

Innovates

Communicates with impact

Sets direction and inspires others

Identifies potential safety and security risks

Develops self and others

Technical Skills/Knowledge

Advanced knowledge of Microsoft Office (Outlook, Excel, PowerPoint, Word)

Knowledge of Business Intelligence (BI) and visualization tools such as Power BI and Tableau

Knowledge of Railway transportation, supply chain, and logistics

Knowledge of CN systems, including Service Reliability System (SRS), Systems, Applications, and Products (SAP), and CN One

Fluently bilingual both written and verbal (English, French)

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.