Overview

Customer Account Representatives are an integral part of the Norfolk Southern business team.  As an account representative you will be responsible for up to 200 customers and receivables up to $12 million.  Responsibilities also include reconciliation of billing and collection of freight and miscellaneous charges.  Norfolk Southern’s customers rely heavily on Customer Account Representatives to provide timely information concerning their shipments and accounting details.  You will continually interact with multiple departments, other railroads, and customers.

The Revenue Accounting Department is headquartered entirely in Atlanta, GA.  Relocation could be required later should you seek a promotional opportunity in another area of the company.

What We Look For in a Candidate

An undergraduate degree from an accredited college or university is required.  While we will consider any undergraduate degree, candidates with degrees in business administration, accounting, finance, marketing and economics are well suited to this position.  Candidates should have solid quantitative capabilities and strong interpersonal skills, in addition to a dedication to excellent customer service.  They must be leaders in time management and have the ability to work on a team, as well as independently.

The Training Program

Preparation for a career as a Customer Account Representative consists of a focused, on-the-job three to four week training program.  This exposure comes through interactive computer-based training and one-on-one assistance.  CARs learn through hands-on training with numerous experienced team members.  During this period, you will also gain familiarity with the Norfolk Southern accounts receivable system called PowerTrain.

Beyond initial training, continued learning occurs in areas such as documentation, terminology, etc.  CARs sometimes move between commodity groups to gain exposure to different groups and to increase responsibilities.

After Training

The development process of a Customer Account Representative occurs over a two-year period.  This process involves training and on-the-job education to attain a level of proficiency necessary to be considered for promotional opportunities within Accounting, as well as other departments at Norfolk Southern.  During the program, CARs enjoy one in-place promotion, followed by annual merit increases.  All of the Senior Customer Account Representatives and supervisors have been promoted from the CAR position.  Most of the department’s account managers and even the directors started out as Customer Account Representatives.

Each CAR is assigned a member of the department’s management staff as a resource partner.  The purpose of this program is to offer support and guidance to CARs as they begin their careers at Norfolk Southern.  The program provides an additional avenue of knowledge and insight for new employees.