Customer Experience Specialist II

Tucker Company Worldwide; Haddonfield (NJ); Hybrid; USD 45,000 - 75,000; Full time

Job summary

Join a forward-thinking company as a Customer Success Specialist, where you'll leverage your expertise in customer service and sales to drive growth and enhance client satisfaction. This role involves managing customer relationships, executing pricing strategies, and collaborating across teams to ensure seamless onboarding and service delivery. You'll thrive in a hybrid work environment, balancing remote work with in-office collaboration. If you're passionate about making a difference and have a knack for problem-solving, this is the perfect opportunity to advance your career in a dynamic and supportive setting.

Qualifications

• 3+ years of industry experience with a focus on customer service and sales.
• Excellent written and verbal communication skills are essential.

Responsibilities

• Manage customer onboarding and ensure effective pricing strategies.
• Collaborate with teams to maximize profitability and customer satisfaction.

Skills

Customer Service

Sales

Communication Skills

Problem-Solving

Education

High School Diploma

Bachelor's Degree in Business Administration

Tools

MS Office

TMS (Transportation Management System)

CRM Platform

Job description

Tucker Company Worldwide, Inc.
Tucker Company Worldwide, Inc. is a family-held, third-generation corporation with a proud legacy of leadership celebrating its 60th anniversary in business. We believe in the importance of investing generously in our people, business, industry, and local community. Tucker Company is the oldest privately-held freight brokerage in North America, specializing in notoriously complicated freight, like temperature-controlled, oversized, and high-value, high-security shipments. We help transportation professionals for some of the world’s top brands ensure the safe, on-time delivery of their freight using carefully designed procedures, cutting-edge technologies, and award-winning service. Whether the shipment is oversized, delicate, high-value, or hazardous, we’re prepared to manage it with the utmost care. Tucker Company serves on the board of the Transportation Intermediaries Association (TIA), chairs the Highway Transportation Committee of the National Industrial Transportation League (NITL), and serves on committees in a variety of trade associations important to our customers to understand both our industry and our customers’ industries. We take great pride in moving high-touch, high-security freight in industries where reputation and track record are paramount.

Location: Hybrid (Haddonfield, NJ + Remote)Position Type: Full-time

ROLE AND RESPONSIBILITIES

• Win new and existing customer business leveraging effective pricing and on-boarding strategies:
  • Increase customer load count by accepting, building, scheduling and managing loads in Tucker’s TMS and customer specific platforms, where applicable.
  • Execute spot quotes and bid on customer load board platforms on assigned accounts, using Tucker’s pricing tools.
  • Ensure pricing strategies are synchronous with market intelligence by collaborating with Capacity Specialists, Pricing, and Business Development.
  • Identify opportunities for growth within assigned accounts and collaborate with SCXS, SCXE, OEM, and/or Business Development to develop strategies to win new opportunities.
  • Begin to consistently drive decision-making and participate in problem-solving activities that result in achieving team and company goals with little reliance on team members and manager.
  • Participate in strategy meetings to support both new and existing customer onboarding, integrations, and RFPs, according to outlined processes, to maximize transparency for execution.
• Maximize corporate profitability:
  • Consistently collaborate with Capacity Specialists to meet or exceed customer profitability goals and minimize the number of loads turned back or lost.
  • Escalate and inform OEM of negative ROI loads or lanes, with proposed strategies for improvement.
  • Maximize Customer Satisfaction, Performance, and Retention:
  • Understand assigned customer requirements and SOCs/SOPs and ensure that they are applied to freight transaction management to enable Tucker to earn repeat business.
  • Proactively deliver quality services by understanding assigned customer requirements to create and implement customer SOPs, with little to no supervision by management.
  • Proactively identify areas for internal process improvement within assigned accounts, which allows for increased load count, spread, revenue, and customer satisfaction.
  • Leverage customer relationships to uncover new opportunities within existing accounts and capture those opportunities by memorializing prospect/customer conversations in Tucker’s CRM platform to ensure cross-functional visibility.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• High school diploma or minimum 3 years of equivalent industry training or experience
• 2+ years' experience in customer service, sales, or other customer-facing position
• Demonstrates basic understanding of MS Office and aptitude to learn other related technologies
• Excellent written and verbal communication skills

PREFERRED SKILLS

• Bachelor's degree, preferred in Business Administration, Supply Chain Management, or Communications
• Certified Broker Transportation certificate, or other related industry certification
• Proficiency or aptitude to learn MS Office and other related technologies
• Strong organizational skills
• Excellent presentation skills
• Strong written and verbal communication skills

ADDITIONAL NOTES

• Position requires a demonstrated ability to resolve time-sensitive situations, multi-task, make recommendations to management, effectively communicate verbally and in writing, and navigate a high-paced working environment.

Equal Opportunity Employment:

Tucker Company is dedicated to promoting and supporting diversity within our workplace. We provide an environment that promotes respect, integrity, teamwork, achievement, and acceptance regardless of age, disability, education, gender, gender expression, gender identity, job level, marital status, military status, national origin, parental status, pregnancy, race, religion, sexual orientation, socioeconomic status, or other protected factors. Tucker Company is committed to equal employment opportunities and providing reasonable accommodations to applicants with physical and/or mental disabilities. Equal employment opportunity applies to all policies and procedures relating to recruitment, hiring, compensation, benefits, promotion, termination, and all other terms and conditions of employment. Employees are encouraged to discuss equal employment opportunity-related questions and issues with People and Culture. The Company does not allow any form of retaliation against individuals who, in good faith, raise issues of equal employment opportunity.