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Customer Service Center

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NS' Customer Services Team provides support to shippers through two main departments focused on identifying and resolving issues promptly and satisfactorily:

  • Operations & Service Support (OSS) oversees industry switching current demurrage records, crew work orders, and car movement reporting.
    • OSS Special Services (formerly the National Customer Service Center) handles diversions and reconsignments, service measurement, expediting, and problem resolution.
  • Automotive Services coordinates the day-to-day automotive network, including and empty multilevel shipments, auto parts shipments and NS’s network of distribution facilities.

Hours of Operation & Contact Numbers

  • Operations & Service Support provides service 24 hours a day, seven days a week and can be reached by calling (800) 635-5768.
  • Automotive Services provides service 24 hours a day, seven days a week and can be reached at (888) 649-9273.
  • Full List of Customer Support Contacts

NS provides secure web-based customer service applications through accessNSAccessNS applications provide basic tracing and shipment tracking information including current location and ETA.  Follow the link to register for a UserID to begin using these applications.

Customer service center email contacts

Customer service center fax numbers

  • Automotive Services - Auto Parts: 404-589-6286
  • Automotive Services - Multilevels: 404-589-6287
  • Intermodal: 404-589-6215
  • Diversions: 404-589-6233