About this role
Job title: Customer Experience Representative - ICS
About the Role Under routine supervision, the incumbent is responsible for the execution of customer freight orders to meet volume goals and deliver an exceptional customer experience. This role emphasizes a customer-centric spirit to develop and maintain excellent customer relationships as well as maximize business potential.
What You'll Do
- 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 updates and capacity availability.
What We're Looking For
- Minimum Qualifications: High School Diploma/GED with up to 1-2 years of Customer Service or Sales experience OR Bachelor's Degree.
- Preferred Qualifications: 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 manage multiple priorities; 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.
Nice to Have
- 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 manage multiple priorities
- 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
Compensation & Benefits
- Salary range: $47,000 - $58,800 annually (USD).
- Benefits include medical, dental, and vision benefits; 401(k) retirement plan; life insurance; short-term and long-term disability coverage; paid time off commensurate with tenure (vacation and sick time); two weeks of paid parental leave.