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National Customer Service Center


Norfolk Southern's Customer Services Team is committed to providing quality customer service. Our Customer Services Team includes Operations Service & Support, National Customer Service Center and Car Management. Our goal is to identify and resolve issues before the customer needs to telephone us about a problem.

Norfolk Southern's Operations Service & Support handles a range of services including equipment orders, current demurrage records, industry switching, crew work orders, basic tracing and car movement reporting. Support services managed by our National Customer Service Center consist of diversions and reconsignments, service measurement, expediting, proactive monitoring and problem resolution.

The Customer Service Center hours are:

Monday-Friday: 7 a.m. - 6 p.m.
Saturday: 7 a.m. - 3 p.m.

Operations Service & Support provides coverage 24 hours a day, seven days a week.

For your convenience, all can be reached through central toll-free number (800) 635-5768. In order to best direct your call, please refer to Customer Service Menu Picks .

  1. For shipment tracking information, including current location and ETA
  2. Plant switching, to order equipment, or to speak with a Operations Service & Support representative
  3. For assistance on active shipments or other inquiries
  4. If you know your parties' extension

We provide secure web-based customer service applications through accessNS ; registration is required. For more information about web-based customer service applications, please contact Blair Hanna, Manager e-Commerce, at (800) 235-5551.

National Customer Service Center Email Contacts

National Customer Service Center Fax Numbers

National Customer Service Center

(404) 589-6228

Agriculture, Consumer Products, Military and Coal

(404) 589-6229

Automotive Services - Auto Parts

(404) 589-6286

Automotive Services - Multilevels

(404) 589-6287

Paper, Clay and Forest Products

(404) 589-6225


(404) 589-6227

Metals and Construction Products

(404) 589-6226


(404) 589-6215


(404) 589-6233