What are the responsibilities and job description for the Manager Service Desk position at Norfolk Southern?
Requisition 35577:
Primary Purpose:
Provides effective internal customer service and communication throughcoordinatingwith various departments to ensure intermodal and automotive customer shipments are moving and prioritized for movement per our service commitments and assets are used efficiently to do so.
- Monitors the status of the entire Intermodal system, including Intermodal terminals.
- Monitors select Automotive trains, as defined by the Automotive team.
- Coordinates with Transportation, NOC, and the terminals to identify needs for extra trains, annulments, or train consolidations.
- Documents extras and annulments, identifying patterns and opportunities for better Intermodal or Automotive network operations to the NPO.
- Notifies appropriate management personnel when selected Intermodal or Automotive trains are delayed.
- Serves as the primary point of contact between Intermodal, Transportation, and Foreign Railroad personnel for any terminal or train related issues, including derailments, hazardous equipment spills, damaged or bad ordered equipment, and injuries to personnel.
- Coordinates and oversees special moves and unscheduled interruptions with the Transportation, NOC and Intermodal and Automotive teams.
- Provides reminder of deviations from plans to scheduled work.
- Coordinates movement of delayed customer freight.
- Establishes, leads, and participates on various conference calls to exchange and receive information pertaining to network and local operating status.
- Provides notifications and escalations regarding disruptions impacting fluid operations.
- Manages overnight activities as requested.
Preferred Level:Bachelor's Degree (BA, BS)
Preferred Majors:None listed
Technical Skills:
- TYES
- MS Word/Word Processing
- MS Outlook
- MS Excel/Spreadsheets
- ITMS
Skills and Abilities:
- Communication Skills
- Analytical Thinking
- Analyzing Problems
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 .
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.
