Customer Experience Representative - ICS

Job Title:

Customer Experience Representative - ICS

Department:

Customer Service & Contact Center Operations

Country:

United States of America

State/Province:

New Jersey

City:

West Orange

Full/Part Time:

Full time

Job Summary:

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 a large and/or complex customer base. Work requires developing and maintaining excellent customer relationships to maximize business potential

Job Description:

Key Responsibilities:

• Manage customer relations by engaging and strategizing with customer on a regular basis, providing solutions to meet their needs and goals to maximize freight potential and growth

• Ensure on time delivery, damage free services, and accurate billing through scheduling pick-up and delivery appointments, entering customer orders into the order management system to track loads, and obtaining approval for accessorial charges with assigned customers

• 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

• Grow and maintain business outside of award

• Manage loads, book of business , and account KPIs

• Utilize data insights from provided dashboards, tools, and systems to find opportunities for growth and account health opportunities

Qualifications:

Minimum Qualifications:

• High School Diploma/GED and up to 2-3 years of customer service/sales experience

Preferred Qualifications:

• Bachelors Degree and/or up to 1-2 years of working experience
• Ability to communicate effectively through all mediums and maintain a productive relationship with assigned customer(s)
• Ability to embrace change
• Ability to handle a stressful work-environment
• Ability to multitask
• Maintain Composure
• Competitive
• Sales Focused
• Resilient

The expected starting pay range for this positions is between $40,000 - $50,000.

This position is not eligible for employment-based sponsorship.

Compensation:

Factors which may affect starting pay within this range may include skills, education, experience, geography, and other qualifications of the successful candidate.  This position may be eligible for annual bonus and incentives based on profitability or volumes in accordance with the terms of the Company’s bonus and incentive plans, as applicable and in effect from time to time.

Benefits:

The Company offers the following benefits for full-time positions, subject to applicable eligibility requirements, as may be in effect from time to time: 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 (includes vacation and sick time), six weeks of paid maternity leave along with two weeks of paid parental leave, and six paid holidays annually.

Education:

GED (Required), High School (Required)

Work Experience:

Customer Service/Account Manager, Sales, Transportation/Logistics

Job Opening ID:

00577912 Customer Experience Representative - ICS (Open)

“This job description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.”

J.B. Hunt Transport, Inc. is committed to basing employment decisions on the principles of equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, persons with disabilities, protected veterans or other bases by applicable law.