Friday , February 23 2024

Jobs at Norfolk Southern – Customer Service Manager

Website Norfolk Southern

Job Description

  • 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

Job Responsibilities:

  • 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

Job Requirements:

  • Prioritizing Work Demands
  • Optimized Terminal Control System (OPTCS)
  • Customer Service
  • Persuading Others
  • Communication Skills
  • Decision Making
  • Leadership
  • AccessNS
  • Thoroughbred Yard Enterprise System (TYES)
  • Analytical Thinking
  • Salesforce (ConnectNS)
  • Strategic Intermodal Management System (SIMS)
  • Planning and Organization
  • Intermodal Operations Dashboard (IOD)
  • Mainframe

Qualification & Experience:

  • Preferred Level: Bachelor’s Degree
  •   Preferred Majors: None listed

Job Details:

Company: Norfolk Southern

Vacancy Type:  Full Time

Job Location: Norfolk, VA, US

Application Deadline: N/A

Apply Here