Sr. Customer Experience Representative - ICS

J.B. Hunt

Troy, MI

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JOB DETAILS

SKILLS

Administrative Management, Alliance/Partner Management, Billing, Business Administration, Call Center Operations, Capacity Load, Cargo/Freight, Coaching, Communication Skills, Customer Experience, Customer Relations, Customer Retention/Renewal, Customer Satisfaction, Customer Service Management, Customer Support/Service, Exceeded Sales Goal, Health Plan, High School Diploma, Incentive Programs, Insurance, Logistics, Mentoring, Multitasking, Order Management, Order Processing, Profit & Loss, Resolve Customer Issues, Sales, Sales Management, Secondary School, Team Lead/Manager, Time Management

LOCATION

Troy, MI

POSTED

1 day ago

Job Title:
Sr. Customer Experience Representative - ICS

Department:
Customer Service & Contact Center Operations

Country:
United States of America

State/Province:
Michigan

City:
Troy

Full/Part Time:
Full time

Job Summary:
Under general supervision, the incumbent is responsible for management and execution of customer freight orders to meet volume goals and deliver an exceptional customer experience for the largest and/or most complex customer base. This position will exemplify a customer-centric spirit to develop and maintain excellent partnerships with customers, maximize business potential, and foster account retention. This position serves as a team lead, provides subject matter expertise as needed, and may serve as a floater for business continuity.

Job Description:

Key Responsibilities:

Promote positive customer relationships by engaging regularly and providing solutions to meet their needs and goals to maximize freight potential and growth
Monitor and support on-time delivery, damage-free services, and accurate billing
Proactively communicate with and respond to internal and external customers who request information by checking load status and/or resolving problems to achieve customer satisfaction and minimize service failures
Schedule pick-up and delivery appointments with an emphasis on optimizing transit time and meeting customer expectations
Enter customer orders into the order management system to track loads and provide necessary information to operations teams
Obtain and document approval for accessorial charges and spot rates for assigned customers
Serve as a point of contact for customers regarding load inquiries and capacity availability
Train, mentor, coach, and onboard junior team members; leverage subject matter expertise to assist with escalations and/or specialty services
Drive account retention through reviewing key reports and actively partnering with customers
Serve as a floater when necessary to provide extra coverage and/or represent largest and most complex customers to maintain service and exceed department goals

Qualifications:

Minimum Qualifications:

High School Diploma/GED with 3-4 years of Customer Service or Sales experience OR Bachelor's Degree with 2 years of Customer Service or Sales experience

Preferred Qualifications:

Ability to effectively transmit, receive, and accurately interpret ideas through various mediums
Ability to adjust to new or changing assignments and processes
Ability to maintain composure under pressure
Ability to make time-sensitive decisions
Ability to manage multiple priorities
Knowledge of problem reporting and escalation practices
Ability to maintain professionalism while dealing with difficult individuals
Sales focused
Ability to meet or exceed customer needs and expectations to provide excellent service
Embody a customer-centric mindset

This position is not eligible for employment-based sponsorship.

Compensation:

Factors which may affect starting pay within this range may include skills, education, experience, geography, and other qualifications of the successful candidate. This position may be eligible for annual bonus and incentives based on profitability or volumes in accordance with the terms of the Company's bonus and incentive plans, as applicable and in effect from time to time.

Benefits:

The Company offers the following benefits for full-time positions, subject to applicable eligibility requirements, as may be in effect from time to time: medical benefit, dental benefit, vision benefit, 401(k) retirement plan, life insurance, short-term and long-term disability coverage, paid time off commensurate with tenure (includes vacation and sick time), six weeks of paid maternity leave along with two weeks of paid parental leave, and six paid holidays annually.

Education:
Bachelors: Business Administration/Management, Bachelors: Transportation Logistics, GED (Required), High School (Required)

Work Experience:
Customer Service/Account Manager, Sales

Job Opening ID:
00623903 Sr. Customer Experience Representative - ICS (Evergreen) (Open)

"This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions."

J.B. Hunt Transport, Inc. is committed to basing employment decisions on the principles of equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, persons with disabilities, protected veterans or other bases by applicable law.

About the Company

J.B. Hunt

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