Customer Experience Representative II

J.B. Hunt Transport Services, Inc.•Lowell, AR

About The Position

Under general supervision, the Customer Experience Representative II manages and executes customer freight orders to meet volume goals and deliver an exceptional customer experience for a larger and/or more complex customer base. The role focuses on developing and maintaining strong customer relationships, maximizing business potential, and assisting team members with initial escalations. The position is based in Lowell, Arkansas, and is full-time. The schedule is Friday 11:00 a.m.–7:00 p.m., Saturday and Sunday 7:00 a.m.–7:00 p.m., and Monday 11:00 a.m.–7:00 p.m. The role is not eligible for employment-based sponsorship. Starting pay may be affected by skills, education, experience, geography, and other qualifications. The position may be eligible for annual bonuses and incentives based on profitability or volumes under the applicable company plans. Benefits for eligible full-time employees include medical, dental, and vision benefits; a 401(k) retirement plan; life insurance; short- and long-term disability coverage; paid time off based on tenure, including vacation and sick time; six weeks of paid maternity leave; two weeks of paid parental leave; and six paid holidays annually.

Requirements

High school diploma/GED and 2–3 years of customer service or sales experience, or a bachelor's degree and 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 when dealing with difficult individuals.
Sales-focused approach.
Ability to meet or exceed customer needs and expectations to provide excellent service.
Customer-centric mindset.

Nice To Haves

Bachelor's degree in Business Administration/Management or Transportation Logistics is listed in the education information; a bachelor's degree is an alternative to the high-school/GED pathway when paired with 1 year of customer service or sales experience.

Responsibilities

Promote positive customer relationships through regular engagement and solutions that meet customer needs and goals, maximizing 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 requesting information by checking load status and resolving problems to achieve customer satisfaction and minimize service failures.
Schedule pickup 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.
Use role 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, including vacation and sick time
Six weeks of paid maternity leave
Two weeks of paid parental leave
Six paid holidays annually
May be eligible for annual bonus and incentives based on profitability or volumes