Customer Experience Representative - ICS

J.B. Hunt Transport Services, Inc.•Troy, MI

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 role promotes a customer-centric approach to develop and maintain customer relationships while maximizing business potential. The position supports the movement of customer freight by coordinating appointments, entering and tracking orders, monitoring service and billing, resolving problems, and communicating load updates and capacity availability. It also obtains and documents approval for accessorial charges and spot rates for assigned customers.

Requirements

High school diploma or GED and 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 remain professional when dealing with difficult individuals.
Sales-focused approach.
Ability to meet or exceed customer needs and expectations to provide excellent service.
Customer-centric mindset.

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 and respond to internal and external customers 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 information to operations teams.
Obtain and document approval for accessorial charges and spot rates for assigned customers.
Serve as a customer point of contact for 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, including vacation and sick time, commensurate with tenure
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, subject to company plan terms