Customer Experience Specialist I

Tucker Company Worldwide•Haddonfield, NJ

About The Position

This role focuses on managing customer accounts to drive business growth and profitability. The specialist will be responsible for acquiring new business and retaining existing customers by effectively managing loads, executing pricing strategies, and ensuring customer satisfaction. Key responsibilities include building and scheduling loads, bidding on customer load boards, collaborating with internal teams on pricing and growth strategies, and participating in onboarding and RFP processes. The role also emphasizes maximizing profitability by working with capacity specialists to meet goals and minimize lost loads, and ensuring customer satisfaction through understanding and implementing their requirements and SOPs.

Requirements

High school diploma or minimum 3 years of equivalent industry training or experience
Demonstrates basic understanding of MS Office and aptitude to learn other related technologies
Strong written and verbal communication skills

Nice To Haves

Bachelor's degree, preferred Business Administration, Supply Chain Management, or Communications
1 years' experience in customer service, sales, or other customer-facing position
Certified Broker Transportation certificate, or other related industry certification
Proficiency or aptitude to learn MS Office and other related technologies
Strong organizational skills
Strong presentation skills

Responsibilities

Increase customer load count by accepting, building, scheduling and managing loads in Tucker’s TMS and customer specific platforms, where applicable.
Execute spot quotes and bid on customer load board platforms on assigned accounts, using Tucker’s pricing tools.
Ensure pricing strategies are synchronous with market intelligence by collaborating with Capacity Specialists, Pricing, and Business Development.
Identify opportunities for growth within assigned accounts and collaborate with SCXS, SCXE, OEM, and/or Business Development to develop strategies to win new opportunities.
Begins to consistently identify areas of improvement and participates in problem solving activities, in collaboration with Operational Excellence team members, resulting in achieving team and company goals.
Participates in strategy meetings to support both new and existing customer onboarding, integrations, and RFPs, according to outlined processes, to maximize transparency for execution.
Consistently collaborate with Capacity Specialists to meet or exceed customer profitability goals and minimize the number of loads turned back or lost.
Escalate and inform Customer Experience Specialists/OEM of negative ROI loads or lanes and collaborate on proposed strategy for improvement.
Understand assigned customer requirements and SOCs/SOPs and ensure that they are applied to freight transaction management to enable Tucker to earn repeat business.
Proactively deliver quality services by understanding assigned customer requirements to create, and implement customer SOPs, with little to no supervision by management.
Begins to identify areas for internal process improvement within assigned accounts, which allows for increased load count, spread, revenue and customer satisfaction.
Leverage customer relationships to uncover new opportunities within existing accounts and capture those opportunities by memorializing prospect/customer conversations in Tucker’s CRM platform to ensure cross functional visibility.