Customer Experience Representative - ICS

J.B. Hunt•Chicago, IL

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 supports customer freight activity by tracking loads, coordinating pickup and delivery appointments, communicating updates, resolving problems, and working with operations teams. The expected starting pay range is $47,000–$58,800. Starting pay may vary based on skills, education, experience, geography, and other qualifications. The position may be eligible for annual bonuses and incentives based on profitability or volumes, subject to applicable company plans. It is not eligible for employment-based sponsorship.

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 communicate effectively and accurately interpret ideas through various mediums.
Ability to adjust to new or changing assignments and processes.
Ability to maintain composure under pressure and manage multiple priorities.
Ability to remain professional when dealing with difficult individuals.
Sales-focused approach.
Ability to meet or exceed customer needs and expectations and 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 by checking load status and resolving problems to achieve customer satisfaction and minimize service failures.
Schedule pickup and delivery appointments, emphasizing transit-time optimization and 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
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 plans