An integrated set of logistics choices, built around the needs of Norfolk Southern’s customers

Norfolk Southern has created a first-of-its-kind department to build upon the company’s strong customer relationships. The new First and Final Mile Markets department delivers integrated solutions that encompass rail, terminal, and trucking to offer customers flexibility in their logistics choices.

The department is another element of Norfolk Southern’s customer-centric growth strategy. Norfolk Southern's vision, as articulated by CEO Alan Shaw during the company’s Investor Day, is to provide long-term, reliable service, enabling customers to build their supply chains around rail.

Stefan Loeb, Norfolk Southern’s new VP First and Final Mile Markets, recently sat down with Trains Magazine to shed light on how this team will drive growth for Norfolk Southern and its customers. In the exclusive Q&A session, Loeb shares insights into the role, its significance, and the innovative strategies that are poised to transform the rail industry.

The Swiss Army Knife of services:

Norfolk Southern's pioneering approach to rail transportation involves thinking beyond the tracks. Loeb refers to his team as the "Swiss Army knife of services.” The team’s focus is not merely on rail transportation, but rather, a set of integrated solutions. Loeb breaks down the structure of the division into four main areas:

• Short Line and Field Sales: This group collaborates with direct interchange short lines and key local customers. The Short Line and Field Sales team works with these business partners to ensure smooth operations and explore new opportunities.
• Rail Integrated Solutions: Norfolk Southern's terminal network, including Thoroughbred Bulk Transfer, Modalgistics, and Thoroughbred Freight Transfer, provides customers solutions beyond the rail lines. Their goal is to create efficient supply chains and truck-like alternatives that use rail.
• Crown Companies: Including wholly owned subsidiaries Triple Crown, Thoroughbred Direct Intermodal Services, and Thoroughbred Logistics Services, this group explores innovative solutions for the trucking needs of customers’ business, making it easier to choose rail as a shipping option.
• Short Line Performance: This data-driven group is devoted to ensuring consistent interchange service is tracked, discussed, and improved.

Customers at the center:

Norfolk Southern is furthering a strategy centered on customers and collaboration. Loeb tells Trains that he works closely with various departments, including all areas of Marketing, Transportation, Network Planning, and Performance Excellence, to design, track, and adapt services to effectively meet customer needs. The goal is to create seamless execution strategies that benefit customers and Norfolk Southern.

As Loeb puts it, the entire organization is united in its pursuit of first and final mile solutions. Norfolk Southern's innovative approach to rail transportation is not only reshaping the industry, but it is also offering customers unprecedented flexibility and efficiency. With its Swiss Army knife of services and a customer-centric vision, Norfolk Southern is solidifying its position on the East Coast as the cornerstone of a seamlessly integrated supply chain.