Asst Manager Intermodal Claims

Requisition 38965: B3 Asst Manager Intermodal Claims 

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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:

Ensures equipment claims and disputes related to billing for repairs and damages to intermodal equipment, as well as miscellaneous invoices related to equipment and fleet maintenance, are handled in a prompt and fair manner as required while providing excellent customer service.

Principal Duties

• Audits equipment damage claims and invoices in accordance with NS Intermodal Rules Circular, commercial agreements, contracts, and industry rules as required.
• Audits invoices for over-the-road repairs, refurbishments, transloads,  citations, etc in accordance with NS guidance and applicable agreements.
• Carefully researches to identify responsible party for damages and rebillable charges using various internal NS and external sources of information.
• Responds to disputes from rebill parties in accordance with the UIIA  and NS Addendum to UIIA, NS Intermodal Rules Circular, commercial  agreements, contracts, and industry rules as required.
• Works in NS terminal operating system to apply and release equipment holds and update periodic inspection dates as necessary.
• Reviews high resolution images for equipment damages and assigns rebill responsibility as required.
• Monitors daily activities of direct reports, ensuring claims, invoices, and disputes are handled per established guidelines and processes.
• Demonstrates professional and courteous handling of customer inquiries and complaints while adapting and responding to demanding situations including customer dissatisfaction.
•  Provides excellent customer service through handling and monitoring of communications to customers through SalesForce.
• Data retrieval and analysis including identifying and escalating claim and dispute patterns and other areas of concern to manager to determine best business solution.

Job Related Experience:

Minimum Level:  1-2 years

Preferred Level:  3-5 years

 

Education:

Preferred Level:  Bachelor's Degree

Preferred Majors:  None listed

 Technical Skills:

• SIMS/OPTCS
• Intermodal rolling asset repair and support system
• MS Word/Word Processing
• TYES/Yellowsheet
• MS Excel/Spreadsheets
• MS Access/Database Development
• SAP
• SalesForce (ConnectNS)

 

Skills and Abilities:

• Analyzing Problems
• Decision Making
• Communication Skills
• Planning and Organizing
• Developing Employees

Career Path

Predecessor Jobs:

• Customer Service Representative
• Supervisor Customer Service Operations
• Asst Mgr Freight Claims
• Various Positions in Integrated Data Solutions
• Internal Audit
• Transportation
• Mechanical
• Supervisor Revenue Accounting

 

Future Jobs:

• Manager Billing & Contracts
• Manager Intermodal Customer Logistics
• Asst Mgr. Telemetry
• Asst Mgr. Road Equipment
• Asst Mgr. Field Support
• Asst Mgr. Intermodal Billing Processes
• Asst Mgr. Intermodal Billing

Job Description

Work Conditions

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