Sr Customer Experience Representative

J.B. Hunt Transport Services, Inc.•Lowell, AR

About The Position

Under general supervision, the incumbent is responsible for management and execution of customer freight orders to meet volume goals and deliver an exceptional customer experience for the largest and/or most complex customer base. This position will exemplify a customer-centric spirit to develop and maintain excellent partnerships with customers, maximize business potential, and foster account retention. This position serves as a team lead, provides subject matter expertise as needed, and may serve as a floater for business continuity.

Requirements

High School Diploma/GED With 3-4 years of Customer Service or Sales experience OR Bachelor's Degree with 2 years of Customer Service or Sales experience

Nice To Haves

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 make time-sensitive decisions.
Ability to manage multiple priorities.
Knowledge of problem reporting and escalation practices.
Ability to maintain professionalism while dealing with difficult individuals
Sales focused.
Ability to meet or exceed customer needs and expectations to provide excellent service.
Embody a customer-centric mindset.

Responsibilities

Promote positive customer relationships by engaging regularly and providing solutions to meet their needs and goals to maximize 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 who request information by checking load status and/or resolving problems to achieve customer satisfaction and minimize service failures.
Schedule pick-up and delivery appointments with an emphasis on 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 inquiries and capacity availability.
Train, mentor, coach, and onboard junior team members; leverage subject matter expertise to assist with escalations and/or specialty services.
Drive account retention through reviewing key reports and actively partnering with customers.
Serve as a floater when necessary to provide extra coverage and/or represent largest and most complex customers to maintain service and exceed department goals.