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Service Delivery Coordinator

Canadian National Railway Company

This is a Contract position in Peel region, ON posted November 14, 2017.

Auto req ID 8789BR Posting title Service Delivery Coordinator Position profile The Service Delivery Coordinator will be responsible for the daily coordination of CN WorldWide shipments and assets, within a set of guidelines.

Perform various activities related to the day-to-day operation of CN WorldWide’s international freight forwarding/NVOCC business. In particular, to ensure the successful import and export of customers’ shipments in a cost effective manner and deliver exceptional service to the customer including updates and reporting. Responsibilities 1: Customer Facing Activities Coordinate the logistical tasks associated with the handling of CN Worldwide shipments including the processing of customer import and export shipment orders. Monitor customer booking forecasts and plan shipment capacity in advance to ensure upcoming shipment volumes are protected. Coordinate appointment request process with consignees to establish a date and time when shipments will be delivered. Coordinate shipment management services, including verification of shipment status, following up on delays and potential impacts to delivery appointments, evaluating shipment dwell at customer locations against specified allowances, following up with customer on detention as required. Obtain shipment documents (packing list, commercial invoice, etc.) Report, analyze, and ensure customer KPI’s are met in regards to items such as transit time, reporting accuracy. Invoicing accuracy monitoring, EDI data validity and timeliness responsibility. Implement action plans to improve service delivery to the customer. Identify and act on opportunities to improve the supply chain processes. Enhance or develop strong relationships with clients. Additionally seek opportunities with customers to gain additional business. Track, trace, and ensure consistent service to customers. 2: Operational Excellence and Compliance Creation and update of shipment information in the freight forwarding system accurately and timely. Creation and transmission of international bills of lading (Forwarder Housebill and Carrier Masterbill) Coordinate empty equipment requirements to ensure levels are maintained in accordance with defined targets. Coordination of intermodal reservations consistent with required buyer’s date, i.e. delivery date at destination. Coordinate priority handling of customer shipments with dispatch and reservation teams. Be focused on managing and/or forecasting railcars. Coordinate customs clearance with internal and external customs brokerage teams and ensure shipments are executed in accordance with laws of applicable customs in the countries in which shipments will import/export or transit. Proactively manage exceptions and develop cost effective recovery plans to minimize shipment disruptions. Ensure all steps are executed timely and accurately to avoid delays and penalties. Update freight forwarding system with shipment status updates at multiple intervals and ensure tracking, reporting, and EDI information to customers is reflecting updates. Ensure all freight forwarding activities are done within the regulations of the applicable country. Ensure all inland transportation is arranged (rail, truck, or other) and executed timely 3: Carrier and Vendor Facing Activities Prepare Bill of Lading and submit to the ocean carrier the shipping instructions. Coordinate claims to appropriate parties. Interface with ocean carriers, rail, truck, inland waterways, warehousing and the CN WorldWide team to ensure a smooth precision operation. Receive arrival notices from ocean carriers and arrange arrival and delivery details. Monitor performance of outside carriers that CNWW is responsible for and work on any corrective action plans to meet customer expectations. Ensure payment to carriers is done timely and within guidance of international incoterms to avoid delays. Creation of rail billings and transmission of rail manifests to customs brokerage. Skills and Function Knowledge Solid operational experience in transportation and distribution industry, specifically international forwarding and preferably in NVOCC environment. Previous bulk or Intermodal experience a definite asset. Sound knowledge of other related transportation modes, trucking, ocean shipping, warehousing. Strong experience in Intermodal logistics. Demonstrated organizational skills. Excellent communication skills, Strong analytical skills with the ability to problem solve. Demonstrated experience interacting with customers, both external and internal. Ability to work effectively as part of a team. High level of computer knowledge, specifically in MS Office applications. Strong Excel skills are definitely needed. Strong service quality awareness and commitment. Sound knowledge of other related transportation modes, trucking Education and Experience High School or Equivalent required International Trade or Supply Chain degree highly valuable. Certificate from CIFA (Canadian International Forwarder Association) or equivalent certification is highly valuable. Certificate on international regulations knowledge is valuable. Certified for hazardous/dangerous goods handling as a ocean freight forwarder is valuable. City Brampton State/Province ON Country Canada Company CN

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