Customer Experience Representative - ICS

Job Title

Customer Experience Representative – Customer Service & Contact Center Operations, Kansas City:
Olathe, Kansas

Under routine supervision, the incumbent is responsible for the execution of customer freight orders to meet volume goals and deliver an exceptional customer experience.

• Promote positive customer relationships by engaging regularly and providing solutions to meet their needs and goals.
• 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 resolving problems.
• 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.
• Maintain composure under pressure and manage multiple priorities.
• Maintain professionalism while dealing with difficult individuals.
• Sales focused; ability to meet or exceed customer needs and expectations to provide excellent service.
• Embodiment of a customer‑centric mindset.

Tuesday–Saturday, overnights. Position is not eligible for employment‑based sponsorship.

Salary may vary based on skills, education, experience, geography, and other qualifications. Eligible for annual bonus and incentives per company plans.

• Medical, dental, and vision coverage.
• 401(k) retirement plan.
• Life insurance and short‑term/long‑term disability coverage.
• Paid time off (vacation and sick time) commensurate with tenure.
• Six weeks of paid maternity leave, 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.