Asst Manager Customer Service at Norfolk Southern Corporation (Atlanta, GA)

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Requisition 31846 : B3 Asst Manager Customer Service


Job Description

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
- Applies knowledge of appropriate systems in order to obtain investigative information
- Researches, analyzes, and reconciles billing class code errors
- Researches and analyzes the root cause of setbacks
- Proactively identifies and alerts loads moving as empties
- Expedites service requests between the field and the customer
- Serves as the conduit between train crews and the customer regarding tactical exceptions such as plant operations updates and paperwork issues (no bills)
- Management of NS Embargo and permitting process
- Collaborates with the Analyst role to analyze customer-related (external) data
- Proactively monitors pipeline for assigned customers (IP specific)
- Monitors oversized loads to ensure customer commitment is met and adherence to the secondary equipment strategy

Job Related Experience
Minimum Level: 1-3 years; Preferred Level: 3-6 years

Preferred Level: Bachelor's Degree (BS, MBA)

Technical Skills/Knowledge:
- Knowledge of customers, network and operation, waybills, and navigation of systems
- Understanding the NS Intermodal Network
- 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
- Ability to manage across multiple groups, both internal & external

Company Overview

Norfolk Southern Corporation (NYSE: NSC) is a Fortune 300 organization and one of the nation's premier transportation companies. Its Norfolk Southern Railway Company subsidiary operates approximately 19,500 route miles in 22 states and the District of Columbia, serves every major container port in the eastern United States, and provides efficient connections to other rail carriers. Norfolk Southern is a major transporter of industrial products, including chemicals, agriculture, and metals and construction materials. In addition, the railroad operates the most extensive intermodal network in the East and is a principal carrier of coal, automobiles, and automotive parts.

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.

Effective December 8, 2021, NS has paused its implementation of the COVID-19 vaccine mandate given the dynamic legal proceedings. The ultimate outcome of the federal contractor vaccine mandate is yet to be determined. It is still possible that the mandate, as it applies to NS, could be upheld in court in the near future. If the mandate is upheld, NS employees will be required to be vaccinated or have an approved medical or religious accommodation.
More Information on Norfolk Southern Corporation
Norfolk Southern Corporation operates in the Transportation industry. The company is located in Atlanta, GA. Norfolk Southern Corporation was founded in 2022. It has 10001 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 28 open jobs at Norfolk Southern Corporation, click here.
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