Customer Experience Representative - ICS
About The Position
Under routine supervision, the Customer Experience Representative executes customer freight orders to meet volume goals and deliver an exceptional customer experience. The position exemplifies a customer-centric spirit, develops and maintains excellent customer relationships, and maximizes business potential. The role promotes positive customer relationships by engaging regularly and providing solutions that meet customer needs and goals. It supports on-time delivery, damage-free service, and accurate billing; communicates with internal and external customers about load status and problems; schedules pickup and delivery appointments; enters orders into the order management system; documents approvals for accessorial charges and spot rates; and serves as a customer contact for load updates and capacity availability.
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 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
- The posting lists the stated behavioral and customer-service qualifications under Preferred Qualifications; it does not identify additional preferred qualifications beyond those listed.
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 service, and accurate billing.
- Proactively communicate with internal and external customers, provide requested information by checking load status, and resolve problems to achieve customer satisfaction and minimize service failures.
- Schedule pickup and delivery appointments while 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 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 applicable company plans
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
