Sr. Customer Experience Representative - ICS
External
Jbhunt · Troy, MI - 340 E. Big Beaver RdPrepare for this interview
EliteAI-generated questions, company research, and talking points tailored to this role
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
- Train, mentor, coach, and onboard junior team members; leverage subject matter expertise to assist with escalations and/or specialty services
- Drive account retention through reviewing key reports and actively partnering with customers
- Serve as a floater when necessary to provide extra coverage and/or represent largest and most complex customers to maintain service and exceed department goals
Requirements
- High School Diploma/GED with 3-4 years of Customer Service or Sales experience OR Bachelor's Degree with 2 years of Customer Service or Sales experience
- 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 make time-sensitive decisions
- Ability to manage multiple priorities
- Knowledge of problem reporting and escalation practices
- 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.
Benefits
Additional Information
Job Title: Sr. Customer Experience Representative - ICS Department: Customer Service & Contact Center Operations Country: United States of America State/Province: Michigan City: Troy Full/Part Time: Full time 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 the largest and/or most complex customer base. This position will exemplify a customer-centric spirit to develop and maintain excellent partnerships with customers, maximize business potential, and foster account retention. This position serves as a team lead, provides subject matter expertise as needed, and may serve as a floater for business continuity. Job Description:
Your Match
How well this role fits your profile.
Company Intel
What employees say
Worked at jbhunt? Share your experience