Job Description

Candidate offers are contingent on the successful completion of a drug screen (hair and urine collection), as well as background verification. Additionally, CSX does not accept Medical Marijuana Cards

Intermodal Service Employee (ISE) – Operations Center position provides real‑time support to drivers across multiple terminals, resolving gate issues, system errors, and operational discrepancies through various computer systems. It monitors and clears gate exceptions, communicates with terminal staff to verify driver status, and logs incidents accurately for tracking, research, and resolution The role escalates recurring issues, supports updates to standard operating procedures and contributes to a team focused on customer service and productivity.

Primary Activities and Responsibilities

• Provide real-time assistance to drivers across multiple terminals, ensuring any issues or gate errors are resolved quickly and professionally, utilizing various computer systems.

• Continuously monitor and resolve Central Exceptions.

• Communicate with onsite terminal staff to address local operational issues, verify driver status, and ensure alignment between field operations and system data.

• Log all incidents, system errors, and driver reported problems with accuracy and clarity for audit and trend analysis.

• Escalate recurring system failures, process gaps, or operational bottlenecks to leadership.

• Maintain clear, professional communication with drivers, terminal staff, and support teams.

• Ensure all actions follow company policies, safety standards, and operational procedures.

• Prepare summaries of driver issues, resolutions, and system performance as assigned by manager.

• Aide in development of new or changing standard operation procedure documentation.

• Other duties required:

• Knowledge of FRA and AAR securement regulations and railway line clearance requirements.

• The ability to work positively and contribute to a team focused on customer service and accomplishing productivity targets

• Miscellaneous activities and responsibilities as assigned by manager

Pay Rates:
Base Rate of Pay: $29.33

Operations Center Premium: 5% increase added to the base rate of pay.

Health and Welfare Benefits:

• Aetna TCU Medical Plan: $215.94

• Aetna TCU Employee Only Plan: $143.96

Training:
New hires complete four days of hands-on and classroom-based training at their home terminal, including a training exam in which a passing score of 85% or higher is required. Once complete, employees will start on-the-job training for ~8 months.

Minimum Qualifications:

• 18 years of age or older

• Valid Driver's License

Preferred Qualifications:

• High School Diploma

• 1 year experience working in an intermodal rail terminal

• 1 year experience working in a customer service environment

• Technical proficiency: Ability to use office systems and the ability to learn, use and support enterprise applications.

• Bilingual in English/Spanish

Physical Requirements:

• Must meet color vision and hearing requirements as described in FRA Regulations

• Demonstrate auditory and visual acuity/tracking/inspection

Job Requirements:

• Work hours may include a nonstandard work week, overtime, and various shift work

• Work hours may include working on an extra board and being on call

• Complete annual training and pass safety rules examinations

• This position is governed by a collective bargaining agreement and membership is required

• Must pass all required assessments

• Must pass a background screening

• Must pass a post-offer medical examination, including a drug test

• If hired, this position may require, if requested, the provision of sensitive information, including but not limited to, address, social security number, place of birth and date of birth to the Customs Border Patrol Port Director per 19USC 19.46 or other governmental agency as required from time-to-time.

CSX is passionate about building a workforce that reflects the values and behaviors of ONE CSX. We are nationally recognized for our commitment to diversity and engagement, as well as our support for veterans and reservists.
CSX, based in Jacksonville, Florida, is a premier transportation company. It provides rail, intermodal and rail-to-truck transload services and solutions to customers across a broad array of markets, including energy, industrial, construction, agricultural, and consumer products. For nearly 200 years, CSX has played a critical role in the nation's economic expansion and industrial development. Its network connects every major metropolitan area in the eastern United States, where nearly two-thirds of the nation's population resides. It also links more than 230 short-line railroads and more than 70 ocean, river and lake ports with major population centers and farming towns alike. More information about CSX Corporation and its subsidiaries is available at www.csx.com. Connect with us on Facebook X LinkedIn Instagram YouTube
Closing Statement
At CSX, two of our six Guiding Principles are Valuing and Developing Employees as well as Operating Safely. We are committed to offering our team members the most competitive compensation and benefits package available, unlimited opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.
CSX is an Equal Opportunity Employer Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Click here to view the EEO is Law poster.

CSX Transportation and its subsidiaries are not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at CSX via e-mail, Internet, or directly to hiring managers without a valid written search agreement in place with the Talent Acquisition / HR department will be deemed the sole property of CSX. No placement fee will be paid in the event a candidate is hired as a result of the referral, or through other means.