Customer Experience Representative - ICS West Des Moines, IA

Job title: Customer Experience Representative - ICS West Des Moines, IA

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 developing and maintaining excellent customer relationships to maximize business potential and ensure accurate, timely service.

What You'll Do

• Promote positive customer relationships by engaging regularly and providing solutions to meet their needs and goals, maximizing freight potential and growth.
• Monitor and support on-time delivery, damage-free services, and accurate billing.
• Proactively communicate with internal and external customers, respond to requests, check load status, and resolve problems to achieve 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; embody a customer-centric mindset.
• This position is not eligible for employment-based sponsorship.

Compensation & Benefits

• Compensation: Factors which may affect starting pay within this range may include skills, education, experience, geography, and other qualifications of the successful candidate. This position may be eligible for annual bonus and incentives based on profitability or volumes in accordance with the terms of the Company’s bonus and incentive plans, as applicable and in effect from time to time.
• Benefits: The Company offers the following benefits for full-time positions, subject to applicable eligibility requirements, as may be in effect from time to time: medical benefit, dental benefit, vision benefit, 401(k) retirement plan, life insurance, short-term and long-term disability coverage, paid time off commensurate with tenure (includes vacation and sick time), two weeks of paid parental leave, and six paid holidays annually.

Education: Bachelors: Transportation