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!
For internal candidates, please note that a preferred candidate has been identified for the position.
Job Summary
The Analyst, Digital Engagement is responsible for handling website access and support to both internal and external customers in a timely manner. The incumbent reviews and vets requests to accomplish self-service requirements, troubleshoots access and visibility issues and collaborates with the team to improve the customer experience. In addition, the role ensures that CN follows relevant guidelines for Interchange systemwide, follows error setback processes, and leads embargos across the system. The position involves programming and troubleshooting issues related to Interchange reporting across the Company’s network.
Main Responsibilities
Website Management
· Validate and provide access to CN eBusiness registrants for self-serve capability
· Verify and maintain Letter of Authorization records and establish multi-customer access
· Convert customers currently receiving Roboreports to websites based on My Shipments reports
· Validate requests for access to Steelroads and Railinc Letter of Authorization requests
· Collaborate with Information and Technology (I&T) for implementation of Automate program
Communication and Process Improvement
· Collaborate with appropriate CN departments (e.g., Customer Service Centers, Revenue Management, Data Quality, etc.) to ensure successful implementation of electronic solutions
· Support Carload and Intermodal Customer Service Centers as well as Marketing to communicate eBusiness processes that aid in onboarding customers
· Provide coaching to customers on an ad hoc basis
· Improve customer satisfaction by identifying and implementing processes, I&T improvements and best practices
Interchange Processes and Embargo Management
· Lead error setbacks in Canada following guidelines created through both CN-Canadian Pacific Railway agreement and the Company as a participant through the Association of American Railroad (AAR) Revenue Management Committee
· Work with foreign railways on Interchange rules and applications
· Review Interchange records, no block and no bills, and fix billing and other related issues to identify, resolve, and prevent setbacks
· Follow up with stakeholders for systematic issues affecting Interchange reporting, including programming changes, creation of Electronic Data Information (EDI) Repetitive Waybill Code (RWC) Maintenance (ERM), Customer Specific Bill (CSB), and customer-specific issues to prevent reoccurrences
· Oversee all embargos across the system
· Lead each Railinc embargo in Service Reliability System (SRS)
Troubleshoot Access and Visibility Issues
· Address process or system-related issues with customer or CN departments and escalate to I&T as necessary
· React in a timely manner to I&T requests when security or safety issues or breaches are detected
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 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
Website Support
· Between 3 to 5 years of website support experience
o Minimum 1 year of logistics management experience
o Experience with SRS
o Experience in eBusiness
o Experience in supervision in a clerical environment *
o Experience using EDI*
o Experience with Customer Support Interface (CSI), Corporate Customer Information for Marketing (CCIDONL), Fleet Tracing System (CUSTONL) *
o Experience in customer service*
*Any experience for these above would be considered as an asset
Education/Certification/Designation
· Bachelor’s Degree in Logistics, Business or relevant experience*
· High School Diploma in addition to relevant years of experience
*Any designation for these above would be considered as an asset
Competencies
· Demonstrates agility and drives change
· Innovates
· Collaborates with others and shares information
· Sets direction and inspires others
· Communicates with impact
· Demonstrates active listening
· Solves problems to create value
· Applies critical thinking
· Delegates and empowers others to create accountability
· Seeks and values all perspectives
· Knows the business and stays current on industry needs
· Fluently bilingual both written and verbal (English, French)*
*Any skills/attributes for these above would be considered as an asset
Technical Skills/Knowledge
· Knowledge of CITRIX, Systems, Applications and Procedures (SAP), and WebMethods
· Knowledge of Waybill and car record
· Knowledge of SRSIIONL fleet planning system
· Knowledge of Raillinc systems, including Umler, DDCT, OT57, EMBARGO, and Special Car Order (SCO90)
· Knowledge of railway operations, business, and North America’s geography
· Knowledge of dangerous commodity and customs regulations
· Knowledge of accounting, revenue, and marketing systems
· Advanced knowledge of Microsoft Office (Business Objects, Excel, and Access)*
*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.
At CN, we are dedicated to building North America’ssafest, (https://www.cn.ca/en/safety/) mostinclusive (https://www.cn.ca/en/careers/diversity-equity-inclusion/) andsustainable (https://www.cn.ca/en/delivering-responsibly/environment/) railroad, which includes reflecting the communities in which we operate. Research shows that candidates from underrepresented groups often don’t apply unless they feel they fit the job posting at 100%. Even if you don’t see yourself in every job requirement listed in a posting, we still encourage you to apply. If you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations), please reach out to our team at [email protected].
As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law. We thank all applicants for their interest, however, only candidates under consideration will be contacted. Please monitor your email on a regular basis, as communication is primarily made through email.
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