Customer Experience Representative - ICS

Job Title: Customer Experience Representative – Customer Service & Contact Center Operations

Location: Chicago, Illinois, United States

Employment Status: Full time

Job Summary: Under routine supervision, the incumbent is responsible for the execution of customer freight orders to meet volume goals and deliver an exceptional customer experience. This position will exemplify a customer‑centric spirit to develop and maintain excellent customer relationships as well as maximize business potential.

• 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 updates and capacity availability

• High School Diploma/GED with up to 1-2 years of Customer Service or Sales experience OR Bachelor's Degree
• 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 manage multiple priorities
• 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

The expected starting pay range for this position is between $47,000 and $58,800. This position is not eligible for employment-based sponsorship.

Compensation is influenced by skills, education, experience, geography, and other qualifications. The position may be eligible for annual bonus and incentives based on profitability or volumes, in accordance with the Company’s bonus and incentive plans when applicable.

• 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
• Six paid holidays annually

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.