Customer Experience Representative II - ICS

J.B. Hunt • West Des Moines, IA

8d • Onsite

About The Position

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.

Requirements

• 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
• 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
• Ability to meet or exceed customer needs and expectations to provide excellent service
• Embody a customer-centric mindset

Responsibilities

• 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

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
• two weeks of paid parental leave
• six paid holidays annually

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED