Role:
CN is seeking a Customer Service Manager to lead the customer service function within our Service Delivery Team. This position will be based in Edmonton, AB.
The Customer Service Manager will be key in designing a new vision for customer service at CN working with partners in Eastern Canada and the US to optimize customer service at CN.
Critical performance areas include the following
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Develop, manage and implement a cohesive customer service approach within the field, measure its progress / success, and ensure that processes, and work flows are reviewed and optimised on a continuous basis.
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Develop appropriate measures, and check points to ensure appropriate client interfaces are within the standards developed and set by this position. Engage in remedial action where / when necessary, and ensure that the processes generate and support customer satisfaction.
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Develop protocols to ensure that unionised Customer Service representatives are CN ambassadors in promoting effective problem solving that ensures customer satisfaction will be maintained and / or improved.
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Develop, maintain, and implement an all inclusive training program that models or exceeds state of the art practices in terms of customer interface, problem resolution, and issue escalation protocols.
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Develop and maintain core and ancillary processes that reflect the state of the art of customer interface in a manner that enhances the supply chain process, and improves the internal logistics within the customer base.
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Manage within a unionised environment the appropriate staffing protocols, inclusive of contract management as it pertains to health and safety, and employee grievance procedures.
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Develop, implement streamlined processes and communications protocols that reduce repetitive task handling, and ensures work flow is optimised
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Develop an integrated change management plan that includes appropriate labour relations strategies, and associated cost benefit analyses to improve productivity, yet maximises employees satisfaction and their ability to contribute towards future change.
Working Conditions:
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This position
is based in Edmonton with occasional travel to locations across CN's Network throughout North America.
Candidates must be legally able to travel between US and Canada
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Responsible for supervision of 4 management and 24 unionized employees
Assets:
Experience in the Transportation / Logistics industry
The ideal candidate profile:
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Experience and success in establishing Key Performance Indicators (KPI) and targets
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Experience managing in a unionized environment
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Minimum five years experience managing within the customer service industry
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Ability to prioritize and meet stakeholder needs while working in a demanding and fast paced environment
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Ability to interact with multiple levels of the organization in a collaborative fashion to achieve results
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Knowledge on MS Office/Visio/Access and PowerPoint.
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Effective Presentation Skills
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Strong Analytical and Communication Skills.
CN is an employment equity employer and we encourage all qualified candidates to apply. 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. Canadian National Railway - 12 months ago
