Customer Experience Representative - ICS

J.B. Hunt Transport, Inc.; Pittsburgh (Allegheny County); On-site; USD 36,000 - 48,000; Full time

Job summary

J.B. Hunt Transport, Inc. in Pittsburgh seeks a Customer Experience Representative in the ICS department to manage customer freight orders and deliver an exceptional experience.

You will build strong relationships, monitor delivery performance, and collaborate with operations to resolve issues and optimize service levels. The role emphasizes a customer-centric approach, accurate communications, and the ability to handle multiple priorities in a fast-paced environment.

Qualifications

• High School Diploma/GED with up to 1-2 years of customer service or sales experience.
• Bachelor's Degree.
• Ability to transmit ideas clearly and adjust to changes.
• Maintain composure under pressure and manage multiple priorities.

Responsibilities

• Promote positive customer relationships by engaging regularly and meeting needs.
• Monitor on-time delivery, minimize damages, and ensure accurate billing.
• Communicate with customers to provide load updates and resolve issues.
• Schedule pick-ups and deliveries to optimize transit times.
• Enter orders into the system to track loads for operations.
• Obtain approvals for accessorial charges and spot rates.
• Serve as main contact for load updates and capacity availability.

Skills

Customer service

Sales experience

Communication skills

Education

Bachelor's degree

Bachelor's in Transportation Logistics

GED

High school diploma

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


• 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:

• 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


• six paid holidays annually

Education:

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

Work Experience:

Customer Service/Account Manager, Sales

Job Opening ID:

00641036

Job Description Statement:

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.

Equal Employment Opportunity Statement:

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.

Promotions & Opportunities:

Fortune 500 experience. Career advancement. Nationwide relocation possibilities. 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 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.

Our Diversity & Inclusion:

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 is proud to serve individuals of all abilities.