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.

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

• 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.

• Gain competency with J B Hunt’s technology and tools, and educate and encourage clients to leverage the tools

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 

• Bachelors Degree in supply chain/logistics or related field OR 2-3 years of related experience, especially managing client relationships, retaining business accounts, B2B experience

Preferred Qualifications:

• Experience working within set productivity goals and metrics; experience being held accountable for meeting goals

Education:

• Bachelors: Supply Chain Management, Bachelors: Transportation Logistics

Work Experience:

• Customer Service/Account Manager, Sales, Transportation/Logistics

Job Opening ID:

• 00469217 Customer Experience Account Manager, Spring 2023 (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.

At J.B. Hunt, we continuously look for new ways that our people, processes and technology can be used to move freight transportation forward. We hire for entry-level, professional and management roles across several areas, including corporate services, customer service, engineering and technology, operations, sales and more!