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Manager I, Customer Experience

Franklin, MA - 165 Grove St


Job Title:
Manager I, Customer Experience

Customer Service & Contact Center Operations

United States of America



Full/Part Time:
Full time

Job Summary:
Under general supervision, the incumbent is responsible for managing a team of Customer Experience Personnel, directing them in their day-to-day responsibilities, which include customer engagement calls, booking and scheduling loads for available capacity. Primary responsibilities include filling in for absent Customer Experience Representatives, training new personnel, special projects, management of performance metrics, and ensuring an excellent customer experience. Serves as the liaison between the company and our customers ensuring an excellent customer experience. May act as the primary manager when senior management is unavailable.

Job Description:

Key Responsibilities:

  • Trains and mentors all team personnel with heavy emphasis on new hire training
  • Manage performance of personnel by monitoring key performance indicators that lead to an excellent customer experience
  • Acts as manager-on-duty of personnel when mid level management is not present and/or available and will float between desks to support customers when primary representative is absent
  • Ensure operational efficiency through the growth of team’s designated book of business.
  • Work with employees to help their freight volume meet or exceed monthly goals and volume commitments by identifying accuracy of award management and resolving any deviation to increase stakeholder satisfaction
  • Foster and promote an inclusive team environment that enables employees to come to work to do and be their best


Minimum Qualification:

  • High School Diploma/GED with 2-3 years of Customer Service/Sales Experience

Preferred Qualification:

  • Bachelors Degree with 2-3 years of Customer Service/Sales Experience and demonstrated leadership experience

Skills and Abilities:

  • Ability to embrace change
  • Experience excelling in high volume, fast-paced work environment
  • Experience excelling with multitasking
  • Experience in maintaining composure well
  • Ability to work in a competitive environment
  • Demonstrated sales focus
  • Demonstrated customer centric focus
  • Ability to influence and motivate beyond organizational level

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

Work Experience:
Customer Service/Account Manager, Management-Entry Level, Sales, Transportation/Logistics

Job Opening ID:
00479330 Manager I, Customer Experience (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 23 Days Ago

Full time


About Us

Fortune 500 experience. Career advancement. Nationwide relocation possibilities.

Headquartered in Northwest Arkansas, J.B. Hunt is a dominant force in transportation and logistics, 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.