Customer Experience Representative II- ICS

JB Hunt • Farmers Branch, TX

122d

About The Position

The Customer Experience Representative II- ICS is responsible for promoting positive customer relationships by engaging regularly and providing solutions to meet customer needs and goals, maximizing freight potential and growth. The role involves monitoring and supporting on-time delivery, damage-free services, and accurate billing. The representative will proactively communicate with and respond to internal and external customers, checking load status and resolving problems to achieve customer satisfaction and minimize service failures. Responsibilities also include scheduling pick-up and delivery appointments, entering customer orders into the order management system, obtaining and documenting approval for accessorial charges, and serving as a point of contact for customers regarding load inquiries and capacity availability. The representative will leverage their knowledge to assist with small escalations and specialty services.

Requirements

• High School Diploma/GED with 2-3 years of Customer Service or Sales experience, or a Bachelor's Degree with 1 year of Customer Service or Sales experience.
• 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 with a customer-centric mindset.

Responsibilities

• 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 regarding load status and problem resolution.
• Schedule pick-up and delivery appointments to optimize transit time and meet 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 specialty services.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Truck Transportation
• Education Level: High school or GED