Customer Experience Account Manager

J.B. Hunt Transport Services, Inc.; Lowell, Northern (AR, KY); Hybrid; USD 52,000 - 74,000; Full time

Benefits offered by this job

Medical benefit

Dental benefit

Vision benefit

401(k) retirement plan

Life insurance

Short-term and long-term disability

Paid time off

Job summary

J.B. Hunt Transport, Inc. is seeking a Customer Experience Account Manager in Arkansas to manage a portfolio of clients, improve performance metrics, and drive value through established processes.

You will collaborate with internal teams to meet customer needs and ensure service excellence. The role requires solid communication, organization, and the ability to present solutions to stakeholders, both in-person and remotely.

Qualifications

• High School Diploma/GED with 2 years of transportation/logistics, sales, account management, or relevant experience.
• Experience using Microsoft Office Suite; working knowledge of Excel and PowerBI.

Responsibilities

• Execute the spirit and methodology of J.B. Hunt's Customer Value Delivery for assigned clients.
• Understand, analyzes, and improves Customer KPIs including NPS and CEAM Scorecard metrics.
• Coordinate with internal teams and the customer to implement solutions and understand contractual obligations.
• Oversee on-time delivery, accurate billing, available capacity, and margins by coordinating with operations and pricing.
• Communicate effectively to respond to requests and resolve issues to maximize satisfaction.
• Present to client stakeholders onsite or remotely to discuss service levels and costs.
• Learn J.B. Hunt offerings and market conditions to propose suitable solutions for customers.
• Improve shipment operations with tracking, online booking, and proactive communication.

Skills

Microsoft Office Suite

Excel

PowerBI

Education

High School Diploma / GED

Bachelor's Degree in Transportation/Logistics or related field

Job description

Job Summary

Under routine supervision, this position is responsible for delivering an exceptional customer experience to the assigned customer base. Work requires developing and maintaining customer relationships that align expectations, improve performance, and maximize business potential, growth, and retention.

Job Description

Key Responsibilities:

• Execute the spirit and methodology of J.B. Hunt's Customer Value Delivery for assigned clients (Understand, Deliver, Measure, Communicate, and Anticipate)
• Understands, analyzes, and improves Customer KPIs outlined on the CEAM Scorecard, including net promoter score (NPS), award compliance rate, quantity of CVD activities, and time-to-reply speed
• Coordinate with internal teams and the customer to implement the customer's solution, including participation in kick-off and understanding contractual obligations to facilitate customer needs
• Oversee on-time delivery, accurate billing, available capacity, and optimal margins by coordinating with operations, pricing, and other supporting teams
• Anticipates customer issues and proactively provides solutions to prevent obstacles and meet or exceed customer expectations
• Gain competency with J B Hunt’s technology and tools, and educate and encourage clients to leverage the tools
• Communicate internally and externally, especially by responding to information requests, checking load status, and solving problems to achieve customer satisfaction and minimize service failures
• Present to client stakeholders frequently both onsite or remotely to negotiate a positive outcome; presentation topics include, but are not limited to, service levels, acceptance, award compliance, etc., and/or cost and delivery analysis
• Gain competency in J.B. Hunt offerings and market knowledge to understand the conditions and challenges the managed customer base is facing and the corresponding solutions that J.B. Hunt can provide
• Work with a managed client base to continuously improve shipment operations, such as automated tracking, online booking/shipment management, communication on accessorials, and offering solutions based on shipping patterns and needs

Qualifications

Minimum Qualifications:

• High School Diploma/GED with 2 years of transportation/logistics, sales, account management, or relevant experience; OR Bachelor's Degree in a related field of transportation/logistics, sales, or account management

AND Demonstration of the following skills and abilities through education, certifications, military, or other experiences:

• Experience using Microsoft Office Suite; working knowledge of Excel and PowerBI

Preferred Qualifications:

• Bachelor's Degree in a related field with 2 years of transportation/logistics, sales, account management, or relevant experience.
• Experience working within set productivity goals and metrics; experience being held accountable for meeting goals
• Understanding of the importance of meeting or exceeding established targets and the ability to drive critical activities to completion
• Ability to meet or exceed customer needs and expectations to provide excellent service
• Ability to add value to a team setting through collaborating on a common goal
• Strong professional communication skills applied internally and externally
• Ability to adapt to a dynamic work environment and shifting priorities and directives
• Ability to perform in a stressful and high-pressure work environment
• Ability to think critically and problem-solve for your portfolio of customers on an ongoing basis
• Ability to effectively retain and grow your portfolio by maintaining a customer-centric attitude
• Knowledge of basic North American geography including states, major cities, and time zones
• Ability to maintain composure and influence during tough conversations
• Ability to use time and resources efficiently and effectively

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.

The Company offers the following benefits for full-time positions, subject to applicableeligibility requirements, as may be in effect from time to time:

• medical benefit
• dental benefit
• visionbenefit
• 401(k) retirement plan
• life insurance
• short-term and long-term disability coverage
• paid time offcommensuratewith tenure (includes vacation and sick time)
• two weeks of paid parental leave
• and six paid holidaysannually

Education

High School (Required), GED (Required), Bachelors: Transportation Logistics, Bachelors: Supply Chain Management

Work Experience

Transportation/Logistics, Customer Service/Account Manager, Sales

Job Opening ID: 00643275 Customer Experience Account Manager (Evergreen) (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.

About Us

Better benefits, clear career paths and a people-first culture, because we are Driven for You.

Headquartered in Northwest Arkansas, J.B. Hunt is a dominant force in transportation and logistics,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 istheplace to jumpstart your career.

Why J.B. Hunt?

J.B. Hunt is a leading transportation and logistics company for one simple reason – our people. Thecareer possibilities and benefits of working at J.B. Hunt are endless. From competitive salary andbenefits packages, to defined career paths and growth opportunities, we take care of our people andtakegreat 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 tojoinour team. We offer full-time, entry level, professional and management opportunities across alldepartments. Whether you are fresh out of school or bring years of industry experience, a role atJ.B.Hunt could take your career to the next level.