Customer Experience Representative II - ICS

Job Title:

Customer Experience Representative II - IC Department:
Customer Service & Contact Center Operations Country:
United States of America State/Province:
Arkansas City:
Lowell

Full/Part Time:
Full time

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 a larger and/or more complex customer base. This position will exemplify a customer-centric spirit to develop and maintain excellent customer relationships, maximize business potential, and assist team members with initial escalations.

• 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
• Leverage knowledge to assist with small escalations and/or specialty services

• Minimum Qualifications:
  
  High School Diploma/GED with 2-3 years of Customer Service or Sales experience OR Bachelor's Degree with 1 year of Customer Service or Sales experience
• Preferred Qualifications:
  
  Ability to effectively transmit, receive, and accurately interpret ideas through various mediums
• Preferred Qualifications:
  
  Ability to adjust to new or changing assignments and processes
• Preferred Qualifications:
  
  Ability to maintain composure under pressure
• Preferred Qualifications:
  
  Ability to manage multiple priorities
• Preferred Qualifications:
  
  Ability to maintain professionalism while dealing with difficult individuals
• Preferred Qualifications:
  
  Sales focused
• Preferred Qualifications:
  
  Ability to meet or exceed customer needs and expectations to provide excellent service
• Preferred Qualifications:
  
  Embody a customer-centric mindset

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.

• 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

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

• Customer Service/Account Manager
• Sales

Customer Experience Representative II - IC (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.

Fortune 500 experience.

Career advancement.

Nationwide relocation possibilities.

Headquartered in Northwest Arkansas, J.B. Hunt is a dominant force in transportation and logistics, offering exciting career opportunities both at corporate and at field locations across the country.

There are a variety of job types that support our business, so no matter your passion, J.B. Hunt is the place to jumpstart your career.

What are we looking for? J.B. Hunt welcomes high-energy, forward-thinking people of all backgrounds and experience levels to join our team. We offer full-time, entry level, professional and management opportunities across all…