Manager, Logistics Customer Account

U.S. Xpress, Inc.

Chattanooga (TN)

On-site

USD 36,000 - 48,000

Full time

4 days ago

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Benefits offered by this job

Medical, Dental, and Vision

401k with Employer Matching Contrib.

Employee Stock Purchase Plan

Short Term Incentive Program

Employee Assistance Program

Pet Insurance

Health Savings Accounts

Flexible Savings Accounts

Company Paid Holidays

Paid Time Off

Basic/Supplemental Life

Accidental Death/Dismemberment

Paid Parental Leave

Job summary

U.S. Xpress, Inc. is seeking a Customer Experience Representative to manage freight orders and maintain strong customer relationships. You will use phone, e-mail, web platforms and EDI to secure loads and update customers on delivery status.

The role requires excellent communication, attention to detail and teamwork, with opportunities to mentor peers and collaborate with internal teams in a fast-paced environment.

Qualifications

High school diploma or equivalent required.
2 years preferred in Transportation, Administrative Support, Sales, or Service.
Strong communication and customer service skills.

Responsibilities

Build and maintain strong customer relationships to maximize freight orders.
Monitor and accept loads via phone, e-mail, web platforms and EDI.
Communicate service deviations proactively with customers and seek solutions.
Resolve customer complaints with manager or service team.
Solicit freight orders from assigned customer base.
Inform customers of delivery status and update websites/EDI as needed.
Coordinate with capacity buyers/load planning for alternatives.
Enter pickup/delivery details into XPM systems as required.
Enter freight orders into XPM and ensure bookings.
Update teams on coverage changes.
Use booking tools to analyze data and market trends.
Partner with Freight Analyst for opportunities.
Mentor Customer Experience Support staff.
Monitor trailer pools daily at customer facilities.

Skills

Communication skills

Tact and diplomacy

Computer skills

Education

High school diploma

Tools

Microsoft Office

Internet

Internal applications

Job description

Who We Are

U.S.

Why U.S. Xpress?

Right Role. Right Tools. Right People. We invest in our talent starting on day one. You will be provided with personal and professional development opportunities that complement your interests and encourage you to build a career you’re passionate about. Whether it is employee stock options, profit-sharing, 401K, professional development, or our competitive pay, we help prepare you for the future. Be part of an organization that values out-of-the-box thinking and rewards employees for going above and beyond. Curious about the other benefits of working with us? Check out other perks below!

Medical, Dental, and Vision
Basic/Supplemental Life
Health Savings Accounts
Flexible Savings Accounts
Company Paid Holidays
Paid Time Off
401k with Employer Matching Contribution
Employee Stock Purchase Plan
Short Term Incentive Program
Employee Assistance Program
Pet Insurance

USX HEADQUARTERS

08:00 AM - 5:00 PM

Position open to remote: No

Grade: HR10

Compensation Range: 0

Who We Are

U.S. Xpress is one of the nation’s largest asset-based trucking companies. But the most valuable asset we offer isn’t tractors, trailers, or even our exclusive, cutting-edge technology. It’s the collective brainpower of thousands of visionaries and problem-solvers. Together, we are revolutionizing the transportation industry by providing innovative, custom solutions. And, here, we believe in the sanctity of a promise—both to our customers, and our people. When we focus our varied talents on reshaping the future of transportation, that’s what we call the POWER OF U.S.

Relentlessly Delivering Big Ideas.

Why U.S. Xpress?

Medical, Dental, and Vision
Basic/Supplemental Life
Accidental Death/Dismemberment
Health Savings Accounts
Flexible Savings Accounts
Company Paid Holidays
Paid Time Off
401k with Employer Matching Contribution
Employee Stock Purchase Plan
Paid Parental Leave
Short Term Incentive Program
Employee Assistance Program
Pet Insurance

Primary Position Purpose

To solicit freight orders from a designated and assigned base of customers by phone, e-mail, web based platforms and electronic data interchange and once received, enter the freight orders into the XPM New Order Management System for process and service. The CXR is responsible for making their own booking decisions and has the discretion to accept or decline freight.

Position Functions

Develop and maintain strong customer relationships to allow for the greatest opportunities in generating the highest level of freight order volumes.
Continuously monitor all available communication exchanges of receiving freight load orders to accept available loads.
Monitor Customer Experience Action center and proactively communicate any service deviations with customers. Seek alternative solutions including change of pickup or delivery appointments.
Record, notate, and remedy customer complaints regarding our service to maximize customer satisfaction, attempt to resolve when possible by working with manager or with service team.
Consistently and continually solicit committed and non-committed freight orders from a designated and assigned customer base.
Keep customers informed of the status of deliveries, including in some cases updating the customer web sites or EDI exchanges.
Contact capacity buyers, fleets, or load planning to seek alternate truck assignment for the load or other solution to prevent service failure to customer.
May enter pick-up and delivery information specified by the customer into XPM Order Modification system or assign pickup and delivery window into XPM Order Modification system when customer does not specify appointment times.
Aggressively accept, pre-accept and enter all freight orders into the XPM New Order Management System.
Advise extended coverage or day shift on changes through regular updates.
Utilize booking tools to obtain data regarding booking averages and market trends.
Partner with Freight Analyst team on securing ad hoc freight opportunities.
Mentor and assist in training and development of the Customer Experience Support staff.
Monitor trailer pools at customer facilities daily to ensure the customer has the specified number of trailers available for loading.

What We’re Looking For

Education

Experience

High school degree or equivalent experience required

2 years preferred in one or more of the following fields:

Transportation
Administrative Support
Sales
Service

Skills/Certifications

Communication skills and common courtesy required; ability to exchange information effectively in a concise and logical way.
High level of tact and diplomacy when dealing with others and handling sensitive issues.
Computer skills required; experience with Microsoft Office, Internet and applicable company specific applications.

Preferred

Experience working in a deadline driven environment preferred.
Customer Centric.
Attention to detail.
Ability to multitask.

Work Environment / Physical Requirements – Normal Office Settings.

This job description indicates the general nature and level of work expected for this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Employees performing this job may be asked to perform other duties as required and the responsibilities of the position may change. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

U.S. Xpress is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce.

This role will remain open until it has been filled.

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