What are the responsibilities and job description for the ASSISTANT MANAGER CUSTOMER LOGISTICS position at Norfolk Southern Corp?
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Note for Safety-Sensitive Positions: Any safety-sensitive position with Norfolk Southern will require the following pre-employment screenings:
- FRA Drug and Alcohol Screen
- Medical Screening
- Background Check
Norfolk Southern offers a unique opportunity to be part of our proud legacy that spans nearly 200 years. We are a customer-centric, operations-driven team dedicated to advancing safety, serving communities, and driving innovation for tomorrow's rail. As part of Norfolk Southern, you’ll join a collaborative team where there are opportunities for growth across the organization. We are building a culture where everyone can thrive by owning and driving exceptional results, being humble and leading with trust, serving our customers with excellence, and collaborating and coaching to win.
Primary Purpose
- Serves on a support team for the Manager Customer Service and assists in all exception management customer cases
- Collaborates with all groups within the Customer Operations department to provide high quality customer experience, support the commercial and operating strategies, and gain competitive advantage through technology-led proactive customer engagement, and efficient terminal, equipment, and specialized services
Principal Duties
- Handling of customer requests across the Norfolk Southern system
- Works with the customer and rail terminals to address and fix any billing issues to ensure expedient movement of customer’s freight.
- Ensures that all service-related issues are resolved promptly.
- Ensure customer program policies.
- Use internal software to generate reports.
- Proactively works to prevent shipments from being delayed.
- Champions the use of self-service tools.
- Develops value-added and trusting relationships with team, peers, coworkers, vendors, and stakeholders.
- Provides support for customer accounts and sets the standards for best practices to ensure consistent execution.
Job Related Experience
Minimum Level: 1 year; Preferred Level: 3
Education:
Preferred Level: Bachelor’s Degree (BS, MBA)
Preferred Level: Bachelor’s Degree (BS, MBA)
Technical Skills/Knowledge:
- Knowledge of customers, network and operation, waybills, and navigation of systems
- Understanding NS key metrics that define our success
- Understanding how our Customers define NS success and expectations
Skills and Abilities:
- Candor/Creativity/Informed Risk Taking/Collaboration/Analytical/Communication/Critical thinking/Organizational/Time management/Detail oriented
- ConnectNS
Company Overview
Since 1827, Norfolk Southern Corporation (NYSE: NSC) and its predecessor companies have safely moved the goods and materials that drive the U.S. economy. Today, it operates a customer-centric and operations-driven freight transportation network. Committed to furthering sustainability, Norfolk Southern helps its customers avoid 15 million tons of yearly carbon emissions by shipping via rail. Its dedicated team members deliver more than 7 million carloads annually, from agriculture to consumer goods, and is the largest rail shipper of auto products and metals in North America. Norfolk Southern also has the most extensive intermodal network in the eastern U.S., serving a majority of the country’s population and manufacturing base, with connections to every major container port on the Atlantic coast as well as the Gulf of Mexico and Great Lakes.
At Norfolk Southern, we believe in celebrating our individuality. By leveraging the unique backgrounds and viewpoints of our employees, we can create a culture of innovation, respect, and inclusion. We know that employees thrive in a workplace where differing viewpoints, ideas, and experiences are freely shared and valued. As such, we encourage all employees to contribute their distinctive skills and capabilities to our organization.
Equal employment opportunities are available to all applicants regardless of race, color, religion, age, sex, national origin, disability status, genetic information, veteran status, sexual orientation, and gender identity. Together, we power progress.
