Requisition 37474: B4 Manager Intermodal Customer Logistics 

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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:

• Manages a team of Intermodal Customer Service personnel who serve as the primary service contacts for Intermodal customers requiring escalation and work to ensure best-in-class customer service.
• Collaborates with all internal stakeholder groups to provide a high-quality customer experience, support commercial and operating strategies, and gain competitive advantage through technology-led proactive customer engagement

Principal Duties:

• Manages a team of individuals and is responsible for their development, productivity, performance, quality, and effective use of ConnectNS
• Ensures that all service-related issues are resolved promptly
• Serves as subject manager experts for assigned customers and sets the standards for best practices to ensure consistent execution
• Monitors service performance and ensures that their teams communicate with assigned customers and Norfolk Southern operating personnel to prevent service failures and/or provide recovery plans when necessary.
• Demonstrates advanced communication skills and professionalism in all interactions with customers and other stakeholders
• Champions the use of self-service tools
• Models and encourages innovation and continuous improvement
• Monitors key performance indicators to proactively measure and coach customer service resources
• Develops value-added and trusting relationships with team, peers, coworkers, vendors, and stakeholders

Education:

   Preferred Level:  Bachelor's Degree

Technical Skills:

• Salesforce (ConnectNS)
• Thoroughbred Yard Enterprise System (TYES)
• Intermodal Operations Dashboard (IOD)
• Strategic Intermodal Management System (SIMS)
• Optimized Terminal Control System (OPTCS)
• Mainframe
• AccessNS
• Microsoft Office (Access, Excel, Outlook PowerPoint, Word)

Skills and Abilities:

• Customer Service
• Leadership
• Planning and Organization
• Analytical Thinking
• Decision Making
• Communication Skills
• Persuading Others
• Prioritizing Work Demands

Career Path:

   Predecessor Jobs:

      - Asst Manager Intermodal Customer Service

   Future Jobs:

      - Group Manager Intermodal Customer Service

      - Hub Manager

Work Conditions

Environment: Hybrid

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. Learn more by visiting www.NorfolkSouthern.com.

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.

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