Sr. Customer Experience Representative - ICS

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

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.

• 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

• 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.

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 leave, and six paid holidays annually.

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

• Customer Service/Account Manager
• Sales

Sr. Customer Experience Representative
-ICS (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.