Customer Experience Account Manager

Customer Experience Account Manager

Department:
Customer Service & Contact Center Operations

Country:
United States of America

State/Province:
Arkansas

City:
Lowell

Full/Part Time:
Full time

Under routine supervision, this position is responsible for delivering an exceptional customer experience to the assigned customer base. Work requires developing and maintaining customer relationships that align expectations, improve performance, and maximize business potential, growth, and retention.

• Execute the spirit and methodology of J.B. Hunt's Customer Value Delivery for assigned clients (Understand, Deliver, Measure, Communicate, and Anticipate)
• Understands, analyzes, and improves Customer KPIs outlined on the CEAM Scorecard, including net promoter score (NPS), award compliance rate, quantity of CVD activities, and time-to-reply speed
• Coordinate with internal teams and the customer to implement the customer's solution, including participation in kick-off and understanding contractual obligations to facilitate customer needs
• Oversee on-time delivery, accurate billing, available capacity, and optimal margins by coordinating with operations, pricing, and other supporting teams
• Anticipates customer issues and proactively provides solutions to prevent obstacles and meet or exceed customer expectations - Gain competency with J B Hunt's technology and tools, and educate and encourage clients to leverage the tools
• Communicate internally and externally, especially by responding to information requests, checking load status, and solving problems to achieve customer satisfaction and minimize service failures
• Present to client stakeholders frequently both onsite or remotely to negotiate a positive outcome; presentation topics include, but are not limited to, service levels, acceptance, award compliance, etc., and/or cost and delivery analysis
• Gain competency in J.B. Hunt offerings and market knowledge to understand the conditions and challenges the managed customer base is facing and the corresponding solutions that J.B. Hunt can provide
• Work with a managed client base to continuously improve shipment operations, such as automated tracking, online booking/shipment management, communication on accessorials, and offering solutions based on shipping patterns and needs

Additional Job Description

High School Diploma/GED with 2 years of transportation/logistics, sales, account management, or relevant experience; OR Bachelor's Degree in a related field of transportation/logistics, sales, or account management

AND Demonstration of the following skills and abilities through education, certifications, military, or other experiences:
Experience using Microsoft Office Suite; working knowledge of Excel and PowerBI

• Bachelor's Degree in a related field with 2 years of transportation/logistics, sales, account management, or relevant experience.
• Experience working within set productivity goals and metrics; experience being held accountable for meeting goals
• Understanding of the importance of meeting or exceeding established targets and the ability to drive critical activities to completion
• Ability to meet or exceed customer needs and expectations to provide excellent service
• Ability to add value to a team setting through collaborating on a common goal
• Strong professional communication skills applied internally and externally
• Ability to adapt to a dynamic work environment and shifting priorities and directives
• Ability to perform in a stressful and high-pressure work environment
• Ability to think critically and problem-solve for your portfolio of customers on an ongoing basis
• Ability to effectively retain and grow your portfolio by maintaining a customer-centric attitude
• Knowledge of basic North American geography including states, major cities, and time zones
• Ability to maintain composure and influence during tough conversations
• Ability to use time and resources efficiently and effectively

This position is not eligible for employment-based sponsorship.

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.

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 leav