Customer Experience Representative - ICS

jbhunt; West Des Moines (IA); On-site; USD 32,000 - 42,000; 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

Maternity leave

Paid holidays

Job summary

J.B. Hunt Transport, Inc. in West Des Moines, IA is seeking a Customer Experience Representative -ICS to support the Customer Service & Contact Center Operations team.

You will execute customer freight orders, maintain relationships, and strive to maximize freight potential and on-time performance. The role requires strong communication, problem solving and multitasking, with a customer-centric approach. This full-time position offers benefits and opportunities for growth; sponsorship is not

Qualifications

• High School Diploma/GED with up to 1-2 years of Customer Service or Sales experience OR Bachelor's Degree
• Strong communication and multitasking abilities
• Customer-centric mindset and professional demeanor

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

Skills

Customer service

Sales

Communication

Multitasking

Problem solving

Education

Bachelor's degree

High School/GED

Transportation Logistics

Business Administration/Management

Job description

Job Title: Customer Experience Representative -ICS

Department: Customer Service & Contact Center Operations

Country: United States of America

State/Province: Iowa

City: West Des Moines

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.

Job Description

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

• 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

Job Opening ID

00622540 Customer Experience Representative -ICS (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.