Customer Experience Representative - ICS

J.B. Hunt Transport Services, Inc.•West Des Moines, IA

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 to develop and maintain excellent customer relationships while maximizing business potential. The position promotes positive customer relationships, supports reliable freight services and accurate billing, and coordinates order information, appointments, load updates, and capacity availability with customers and internal teams.

Requirements

High School Diploma/GED with up to 1–2 years of Customer Service or Sales experience, or a Bachelor's Degree.
Strong problem-solving skills, with a focus on ownership, accountability, and results.
Ability to manage multiple priorities while maintaining accuracy and effective execution.
Strong organizational skills and attention to detail.
Ability to adapt to changing priorities, customer needs, and business conditions in a fast-paced environment.
Strong communication skills, including the ability to convey information, influence outcomes, and create alignment across stakeholders.
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 and professionalism when dealing with difficult individuals.
Sales-focused approach and ability to meet or exceed customer needs and expectations to provide excellent service.
Customer-centric mindset.

Nice To Haves

Strong problem-solving skills, with a focus on ownership, accountability, and results.
Ability to manage multiple priorities while maintaining accuracy and effective execution.
Strong organizational skills and attention to detail.
Ability to adapt to changing priorities, customer needs, and business conditions in a fast-paced environment.
Strong communication skills, including the ability to convey information, influence outcomes, and create alignment across stakeholders.
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.

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 seeking information, checking load status and/or resolving problems to achieve customer satisfaction and minimize service failures.
Schedule pick-up 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 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 plan terms.