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Sr Customer Experience Representative


Lowell, AR - JB Hunt Corporate





Job Title:
Sr Customer Experience Representative

Department:
Customer Service & Contact Center Operations

Country:
United States of America

State/Province:
Arkansas

City:
Lowell

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 largest and/or most complex customer base. Work requires strategically partnering with customers to maximize business potential. May serve as a floater to provide extra coverage and/or represent one or more customers to maintain service. This position serves as a team lead and provides subject matter expertise.

Job Description:

Key Responsibilities:

• Serve as a floater for the CER position when necessary to provide extra coverage and/or represent largest and most complex customers to maintain service and exceed department goals

• Train and mentor personnel with heavy emphasis on new hire training

• Manage customer relations by engaging and strategizing with customer on a regular basis, providing solutions to meet their needs and goals to maximize freight potential and growth

• Ensure on time delivery, damage free services, and accurate billing through scheduling pick-up and delivery appointments, entering customer orders into the order management system to track loads, and obtaining approval for accessorial charges with assigned customers

• 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

• Strategically manage accounts to maximize account retention. Review key reports for account retention and actively works with customers to keep business.

• Utilize data insights from provided dashboards, tools, and systems to find opportunities for growth and account health opportunities


Qualifications:

Minimum Qualifications:

  • High School Diploma/GED with 3-4 years of Customer Service/Sales Experience


Preferred Qualifications:

  • Bachelors Degree with 2-3 years of Customer Service/Account Manager Experience
  • Ability to communicate effectively over the phone
  • Ability to embrace change
  • Ability to handle a stressful work-environment
  • Ability to handle and succeed in a competitive environment
  • Ability to make time-sensitive decisions
  • Ability to multitask
  • Experience working in a customer service job
  • Proficient active listening skills
  • Ability to handle escalated customer problems

Education:
Bachelors: Business Administration/Management, Bachelors: Business Communications, Bachelors: Transportation Logistics, GED (Required), High School (Required)

Work Experience:
Customer Service/Account Manager, Sales, Transportation/Logistics

Job Opening ID:
00403007 Sr Customer Experience Representative (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.”


Posted 130 Days Ago

Full time

00403007


About Us



Fortune 500 experience. Career advancement. Nationwide relocation possibilities.


Headquartered in Northwest Arkansas, J.B. Hunt is a dominate force in transportation and logistics industry, offering exciting career opportunities both at corporate and at field locations across the country. There are a variety of job types that support our business, so no matter your passion, J.B. Hunt is the place to jumpstart your career.


Why J.B. Hunt?

J.B. Hunt is a leading transportation and logistics company for one simple reason – our people. The career possibilities and benefits of working at J.B. Hunt are endless. From competitive salary and benefits packages, to defined career paths and growth opportunities, we take care of our people and take great pride in our efforts to build and sustain an inclusive workplace for all employees.


What are we looking for?

J.B. Hunt welcomes high-energy, forward-thinking people of all backgrounds and experience levels to join our team. We offer full-time, entry level, professional and management opportunities across all departments. Whether you are fresh out of school or bring years of industry experience, a role at J.B. Hunt could take your career to the next level.