Customer Experience Representative II

Customer Experience Representative II - ICS

Customer Service & Contact Center Operations

United States of America

Texas

Dallas

Full time

Under general supervision, the incumbent is responsible for management and execution of customer freight orders to meet volume goals and deliver an exceptional customer experience for a larger and/or more complex customer base. This position will exemplify a customer-centric spirit to develop and maintain excellent customer relationships, maximize business potential, and assist team members with initial escalations.

• • 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 inquiries and capacity availability.
• • Leverage knowledge to assist with small escalations and/or specialty services

High School Diploma/GED with 2-3 years of Customer Service or Sales experience OR Bachelor's Degree with 1 year of Customer Service or Sales experience.

• 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.

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.

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), six weeks of paid maternity leave along with two weeks of paid parental leave, and six paid holidays annually.

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

Customer Service/Account Manager, Sales