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Yesterday, Canadian National Railway Co. announced it formed a service department to focus on resolving customer issues, and named Vice President of Coal and U.S. Grain Michael Mohan VP-service to head the unit.

"Our customers now have dedicated go-to persons … for quick action on any problem or issue," said James Foote, CN executive vice president of sales and marketing, in a prepared statement. "Sometimes, equipment, billing or other service issues aren't resolved during day-to-day contact with the railroad."

Service department leaders in each of CN's three regions will directly report to Mohan, who will report to Foote.

"My new group is responsible for resolving systemic problems or process issues for CN's entire customer base," said Mohan.

Since joining CN in 1999, Mohan also has served as assistant VP of U.S. grain and fertilizers, and Midwest sales. He previously served Illinois Central Railroad Corp., the Atchison, Topeka and Santa Fe Railway, and Archer Daniels Midland Co. in various management capacities.