Customer Experience Representative - ICS

J.B. Hunt • Troy, MI

2d

About The Position

Under routine supervision, the Customer Experience Representative is responsible for executing customer freight orders to meet volume goals and deliver an exceptional customer experience. The role exemplifies a customer-centric spirit by developing and maintaining excellent customer relationships while maximizing business potential. The position is based in Troy, Michigan, and is full time.

Requirements

• High school diploma or GED with up to 1–2 years of customer service or sales experience, or a 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.
• Ability to maintain composure under pressure.
• Ability to manage multiple priorities.
• Ability to maintain professionalism while dealing with difficult individuals.
• Sales-focused approach.
• Ability to meet or exceed customer needs and expectations to provide excellent service.
• Customer-centric mindset.
• This position is not eligible for employment-based sponsorship.

Responsibilities

• Promote positive customer relationships through regular engagement and by providing 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, emphasizing optimized 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.

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 and two weeks of paid parental leave
• Six paid holidays annually
• May be eligible for annual bonus and incentives based on profitability or volumes, subject to company plans and applicable terms

What This Job Offers

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