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Agent, Optional Services

Canadian National Railway

This is a Contract position in Brampton, ON posted January 13, 2022.

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 Agent, Optional Services is responsible for the validation and dispute handling of Optional Services, including weight discrepancies, overload and improper loading penalty, storage, gate and lift fees, diversions, documentation, reefer monitoring, lift and weight charges, port billing holds, detention, Container Yard storage, trucking, 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 9100.

Main ResponsibilitiesRevenue, Cost Capture, and Quality

·       Generate timely and accurate invoices for existing tariff items and invoice assigned charges

·       Validate and dispute handling of emails that come into the Optional Services mailboxes

·       Ensure safety compliance and improve safety results by reviewing with Marketing and customers with safety violation penalties billed

·       Act as a key contact point for CN Tariff 9100 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) as required for tickets related to core system enhancement and issues

·       Monitor quality control queues

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

Contract Exception and Case Management

·       Understand upcoming contract exceptions to Tariff 9100

·       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

·       Work with the Assistant Manager 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 Assistant Manager 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, as required

·       Create and execute personal development plan

Working Conditions

The role has standard working conditions in an office environment (post-Covid) with a regular workweek from Monday to Friday. The incumbent must be available to work weekend shifts and statutory holidays by rotation when necessary. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure, and stress. The role requires minimal travel to meet project requirements.


Professional Work

·       Minimum 3 years of Accounting, Supply Chain Logistics experience


·       Bachelor’s Degree in Business or Accounting *

·       Accounting Certificate or demonstrated competency*

*Any designation for these above would be considered as an asset


·       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

·       Fluently bilingual both written and verbal (English, French)*

*Any skills/attributes for these above would be considered as an asset

Technical Skills/Knowledge

·       Advanced knowledge of Microsoft Suite (Outlook, Excel, PowerPoint, and Word)

·       Knowledge of business intelligence and visualization tools such as Power BI and Tableau*

·       Knowledge of intermodal, supply chain, and logistics*

·       Knowledge of intermodal systems, including Service Reliability System (SRS), Pegasus, and CN One*

*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.

CN requires that all employees be fully vaccinatedagainst COVID-19 and provide proof thereof as a condition of employment. TheCompany’s vaccination mandate extends to employees of our wholly ownedsubsidiaries as well as CN’s contractors, consultants, agents and suppliers andanyone who accesses CN properties in Canada.

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.