Customer Experience Representative - ICS

Dormont Manufacturing Co; Pittsburgh (Allegheny County); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) retirement plan

Life insurance

Paid time off

Paid maternity leave

Paid parental leave

Six paid holidays annually

Job summary

Dormont Manufacturing Co is currently seeking a Customer Experience Representative to join our Customer Service team in Pittsburgh, Pennsylvania. This full-time position is responsible for executing customer freight orders, promoting positive relationships, and ensuring customer satisfaction.

The ideal candidate possesses a high school diploma or GED, with up to 1-2 years of experience in customer service or a Bachelor’s degree. Key responsibilities include engaging with customers and optimizing service delivery.

Qualifications

• High School Diploma/GED with up to 1-2 years of Customer Service or Sales experience.
• Bachelor’s Degree preferred.

Responsibilities

• Engage with customers to enhance relationships and maximize freight potential.
• Monitor on-time delivery and customer satisfaction.
• Proactively communicate with customers and resolve issues.

Skills

Customer Service

Sales

Communication

Problem Solving

Time Management

Education

High School Diploma/GED or Bachelor's Degree

Job description

Job Title: Customer Experience Representative - ICS

Department: Customer Service & Contact Center Operations

Country: United States of America

State/Province: Pennsylvania

City: Pittsburgh

Full/Part Time: Full time

Job Summary

Under routine supervision, the incumbent is responsible for the execution of customer freight orders to meet volume goals and deliver an exceptional customer experience. This position will exemplify a customer‑centric spirit to develop and maintain excellent customer relationships as well as maximize business potential.

Key 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 updates and capacity availability

Qualifications

Minimum Qualifications: High School Diploma/GED with up to 1‑2 years of Customer Service or Sales experience OR Bachelor’s Degree

Preferred Qualifications:

• 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 manage multiple priorities
• 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

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

Bachelors: Business Administration/Management, Bachelors: Transportation Logistics, GED (Required), High School (Required)

Work Experience

Customer Service/Account Manager, Sales

"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.