J.B. Hunt Transport Sr. Customer Experience Representative - ICS in Lowell, Arkansas
Sr. Customer Experience Representative - ICS
Lowell, AR - JB Hunt Corporate
Sr. Customer Experience Representative - ICS
Customer Service & Contact Center Operations
United States of America
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 largest and/or most complex customer base. Work requires strategically partnering with customers to maximize business potential. May serve as a floater to provide extra coverage and/or represent one or more customers to maintain service. This position serves as a team lead and provides subject matter expertise.
Serve as a floater for the CER position when necessary to provide extra coverage and/or represent largest and most complex customers to maintain service and exceed department goals
Train and mentor personnel with heavy emphasis on new hire training
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
Strategically manage accounts to maximize account retention.
Review key reports for account retention and actively works with customers to keep business.
Utilize data insights from provided dashboards, tools, and systems to find opportunities for growth and account health opportunities
Minimum Qualification: High School Diploma/GED with 3-4 years of Customer Service/Sales Experience
Preferred Qualification: Bachelors Degree with 2-3 years of Customer Service/Account Manager Experience
Skills & Abilities:
Ability to communicate effectively over the phone
Ability to embrace change
Ability to handle a stressful work-environment
Ability to handle and succeed in a competitive environment
Ability to make time-sensitive decisions
Ability to multitask
Experience working in a customer service job
Proficient active listening skills
Ability to handle escalated customer problems
Bachelors: Business Administration/Management, Bachelors: Business Communications, Bachelors: Transportation Logistics, GED (Required), High School (Required)
Customer Service/Account Manager, Sales, Transportation/Logistics
Job Opening ID:
00415851 Sr. 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.”
Posted 17 Days Ago
Fortune 500 experience. Career advancement. Nationwide relocation possibilities.
Headquartered in Northwest Arkansas, J.B. Hunt is a dominate force in transportation and logistics industry, offering exciting career opportunities both at corporate and at field locations across the country. There are a variety of job types that support our business, so no matter your passion, J.B. Hunt is the place to jumpstart your career.
Why J.B. Hunt?
J.B. Hunt is a leading transportation and logistics company for one simple reason – our people. The career possibilities and benefits of working at J.B. Hunt are endless. From competitive salary and benefits packages, to defined career paths and growth opportunities, we take care of our people and take great pride in our efforts to build and sustain an inclusive workplace for all employees.
What are we looking for?
J.B. Hunt welcomes high-energy, forward-thinking people of all backgrounds and experience levels to join our team. We offer full-time, entry level, professional and management opportunities across all departments. Whether you are fresh out of school or bring years of industry experience, a role at J.B. Hunt could take your career to the next level.
J.B. Hunt Transport, Inc. affirms its belief in equal employment opportunity for all employees and applicants for employment in all terms and conditions of employment. J.B. Hunt is committed to both the spirit and the letter of affirmative action law and continues its good-faith efforts to comply with all applicable government laws and regulations. The company is committed to basing employment decisions on the principles of equal employment opportunity. J.B. Hunt will recruit, hire, compensate, offer benefits to, upgrade, train, layoff, terminate, and/or promote individuals without discrimination in regards to race, color, religion, sex, national origin, age, sexual orientation, gender identity, status as a qualified individual with a disability, status as a protected veteran, or other bases by applicable law.
J.B. Hunt Transport, Inc. offers reasonable accommodation in the employment process for individuals with disabilities. If you need assistance in the application process due to a disability, you may request accommodation at any time by calling 1-800-777-4968.