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!
The incumbent is responsible for ensuring that all transactional and customs-related issues are resolved for CN to maintain operational fluidity. The incumbent leads and coaches a team of unionized employees, including carrying out daily scheduling and troubleshooting. Furthermore, the incumbent ensures that all regulatory customs changes are properly planned for, tested internally and externally, and implemented with both customs authorities and CN. The incumbent oversees process, procedures, and escalation for Holds and Overloads, and waybill.
- Carry out weekly scheduling for all unionized team members including assigning daily workload
- Communicate employee scheduling information to Payroll daily
- Troubleshoot unionized employee issues regularly
- Handle Step 1 grievances including carrying out investigations
- Coach and counsel unionized employees and carry out informal performance management
- Train and onboard unionized employees
- Collaborate with Information and Technology (I&T) to ensure that all regulatory and compliance changes such as Transport Canada, the United States (U.S.) Department of Transport, Canada and U.S. customs are properly implemented across the organization
- Ensure processes, programming, and communication are in place prior to implementation enforcement of new regulations
- Oversee implementation of changes to customers and within CN via published bulletins and job aids
- Handle all U.S. and Canadian customs penalties, including investigating, disputing, submitting for payment, and providing follow-up coaching to appropriate CN departments
- Liaise with U.S. and Canadian customs officials on all border and in-land issues
- Participate in industry committees
- Receive requests from individuals across CN, including Senior Leaders, Account Manager for new procedures or processes
- Meet with appropriate individuals within and outside CN to gain a better understanding of new required procedures or processes
- Act as Subject Matter Expert to brainstorm and develop new procedures or processes
- Initiate efficiencies and establish best practices
- Ensure that new procedures or processes are implemented appropriately, including creating, drafting, communicating and monitoring accordingly
- Prioritize daily, weekly, and annual action items
- Establish and monitor workload and people measurements, including Key Performance Indicators
- Carry out staff and resources planning including training, qualification, and succession planning
- Regulatory Requirements and Compliance – 30%
- Processes and Procedures – 20%
The role operates under standard office working conditions, with a Monday to Friday workweek. This is a 100% on-site position requiring employees to work five days per week in the office. The role requires being available 24/7 to respond to operational issues and working a scheduled weekly on-call rotation. The role involves managing priorities and delivering work within established timelines, with support from the team to ensure sustainable and effective workload management. The role requires travel within North America.
Customs Processes
- Minimum 3 years of experience in North American customs processes
o Experience leading unionized employees
o Experience in the rail transportation industry*
- Candidates with an equivalent combination of education, training, and experience will be considered
*Any requirement marked with (*) will be considered an asset (not mandatory)
- Bachelor’s Degree in a related field
- Candidates with equivalent practical experience, education, or training will be considered
- We care about each other – Proactively improves safety and inclusion
- We strive for excellence – Seeks insights to drive change
- We succeed together – Actively supports team and adopts digital discipline
- We lead responsibly – Makes values-aligned decisions and owns mistakes
Leadership (Expected Proficiency Levels)
- Vision and strategic thinking – Focuses on short‑term team priorities
- Impactful and inclusive leadership – Encourages open dialogue and ensures all voices are heard
- Performance and value delivery – Optimizes team performance and ensures resource efficiency
- Empowerment and talent development – Encourages growth and supports initial decision-making
- Strategic communication and influence – Shares priorities and connects work to short‑term goals
- Managerial courage and decisiveness – Makes timely decisions and addresses performance gaps directly
- Financial acumen – Monitors team budgets and identifies cost-saving opportunities
- Autonomy – Works independently, seeks clarity
- Compliance – Guides team on compliance and risk measures
- Political acumen – Builds team relationships and navigates approvals strategically
- Interpersonal flexibility – Adapts communication to teammates’ perspectives
- General Microsoft Suite computer skills, including MS Access
- Knowledge of Structured Query Language (SQL) and Database applications
- Knowledge of Canadian and U.S. transportation regulations
- Knowledge of dangerous goods and customs regulations
- Knowledge of Service Reliability System (SRS)*
- SRS waybill and customs knowledge
- eBusiness and Web Based Training (WEB) application knowledge
- Knowledge of Electronic Data Interchange (EDI) message sets and WebMethods
*Any requirement marked with (*) will be considered an asset (not mandatory)
About CN
CN is a premium railroad that sustainably generates value for our customers, shareholders, employees, and stakeholders with an unwavering commitment to safety and service. 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. CN's network connects Canada's Eastern and Western coasts with the U.S. South through a 20,000-mile rail network. CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN powers the North American economy and is committed to programs supporting social responsibility and environmental stewardship.
At CN, we are dedicated to building North America's safest, most inclusive and sustainable railroad, which includes reflecting the communities in which we operate. Research shows that candidates often don't apply unless they feel they fit the job posting at 100%. To all potential applicants, even if you don't meet 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 get in touch with our team at [email protected].
As an equal opportunity employer, qualified candidates 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.
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