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Customer Experience Account Manager


Atlanta, GA - 2727 Paces Ferry Rd SE



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Job Title:
Customer Experience Account Manager

Department:
Customer Service & Contact Center Operations

Country:
United States of America

State/Province:
Georgia

City:
Atlanta

Full/Part Time:
Full time

Job Summary:
Under routine supervision, the incumbent is responsible for the management and execution of customer freight orders to meet volume goals and deliver an exceptional customer experience. Work requires developing and maintaining excellent customer relationships to maximize business potential.

Job Description:

Key Responsibilities:

• Manage and develop strong customer relationships by engaging customers regularly to maximize growth

• Communicate internally and externally, especially by responding to information requests, checking load status, and solving problems to achieve customer satisfaction and minimize service failures

• Anticipates customer issues and proactively provides solutions to prevent obstacles and meet or exceed customer expectations

• Work with managed client base to continuously improve shipment operations, such as automated tracking, online booking/shipment management, communication on accessorials, and offering solutions based on shipping patterns and needs • Gain competency with J B Hunt’s technology and tools, and educate and encourage clients to leverage the tools

• Understands, analyzes, & improves Customer KPI's outlined on the CER Scorecard, including net promoter score (NPS), award compliance rate, quantity of CVD activities, & time-to-reply speed.

• Digitally accept, auto-accept, and manually enter customer orders into the order management system to execute on loads

• Strategically manage accounts to maximize account retention and development. Review key reports and actively work with customers to retain business.


Qualifications:

Minimum Qualifications:

  • Experience in managing client relationships, retaining business accounts, B2B experience, or related customer-centric experience; OR Bachelor's Degree in supply chain/logistics or related field
  • Experience using Microsoft Office Suite; working knowledge of Excel


Preferred Qualifications:

  • Bachelors Degree in supply chain/logistics or related field, or 2-3 years of related experience, especially managing client relationships, retaining business accounts, or B2B experience
  • Experience working within set productivity goals and metrics; experience being held accountable for meeting goals


Skills and Abilities:

  • Strong professional communication skills applied internally and externally
  • Ability to adapt to a dynamic work environment and shifting priorities and directives
  • Ability to perform in a stressful and high-pressure work environment
  • Ability to add value to a team setting through collaborating on a common goal
  • Ability to think critically and problem solve for your portfolio of customers on an ongoing basis
  • Ability to effectively retain and grow your portfolio by maintaining a customer-centric attitude
  • Knowledge of basic North American geography including states, major cities, and time zones
  • Time management skills
  • Ability to maintain composure and influence during tough conversations

Education:
Bachelors: Supply Chain Management, Bachelors: Transportation Logistics

Work Experience:
Sales, Customer Service/Account Manager

Job Opening ID:
00484975 Customer Experience Account Manager (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.

J.B. Hunt Transport, Inc. is committed to basing employment decisions on the principles of equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, persons with disabilities, protected veterans or other bases by applicable law.”


Posted 9 Days Ago

Full time

00484975


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.





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