Customer Experience Representative II - ICS

J.B. Hunt Transport Services, Inc.; Lowell (AR); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical benefit

Paid time off

Job summary

J.B. Hunt Transport, Inc. is seeking a Customer Experience Representative II to manage and execute customer freight orders for a larger customer base and ensure exceptional service. The role emphasizes a customer‑centric approach, escalation handling, and collaboration with internal teams to maximize freight potential.

The position supports relationships, accurate billing, load status updates, and efficient scheduling, contributing to overall customer satisfaction and dependable service delivery.

Qualifications

• Minimum 2–3 years in Customer Service or Sales or a Bachelor’s degree with 1 year experience
• Ability to clearly transmit and interpret ideas across mediums
• Ability to manage multiple priorities and stay professional under pressure

Responsibilities

• Promote positive customer relationships and provide solutions to meet needs and goals
• Monitor on‑time delivery, accurate billing, and damage‑free service
• Communicate with customers and resolve issues to minimize service failures
• Schedule pick‑ups and deliveries to optimize transit time
• Enter orders into the system and provide information to operations teams
• Obtain approval for accessorial charges and spot rates
• Serve as primary contact for load inquiries and capacity availability
• Assist with escalations and specialty services

Skills

Customer service

Sales

Communication

Multitasking

Education

High School Diploma/GED

Bachelor's Degree (Business/Management or related)

Job description

Job Summary

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 a larger and/or more complex customer base. This position will exemplify a customer‑centric spirit to develop and maintain excellent customer relationships, maximize business potential, and assist team members with initial escalations.

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 a larger and/or more complex customer base. This position will exemplify a customer‑centric spirit to develop and maintain excellent customer relationships, maximize business potential, and assist team members with initial escalations.

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 inquiries and capacity availability
• Leverage knowledge to assist with small escalations and/or specialty services

Qualifications

Minimum Qualifications: High School Diploma/GED with 2-3 years of Customer Service or Sales experience OR Bachelor's Degree with 1 year of Customer Service or Sales experience

• 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

Job Opening ID

00636610 Customer Experience Representative II - 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.

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.