Customer Experience Representative - ICS

Job description

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 position will exemplify a customer-centric spirit to develop and maintain excellent customer relationships as well as maximize business potential.

Key Responsibilities

• 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

Qualifications

Minimum Qualifications

• High School Diploma/GED with up to 1-2 years of Customer Service or Sales experience OR Bachelor's Degree Preferred Qualifications: Strong problem-solving skills with a focus on ownership, accountability, and results
• Ability to manage multiple priorities while maintaining a high level of accuracy and execution
• Strong organizational skills and attention to detail
• Ability to adapt to changing priorities, customer needs, and business conditions in a fast-paced environment
• Strong communication skills with the ability to effectively convey information, influence outcomes, and create alignment across stakeholders
• 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 This position is not eligible for employment-based sponsorship.

Bachelors

Transportation Logistics, Bachelors: Business Administration/Management, GED (Required), High School (Required) Sales, Customer Service/Account Manager