JOB SUMMARY:
Under general supervision, the incumbent is responsible for managing a team of Customer Experience Personnel, directing them in their day-to-day responsibilities, which include customer engagement calls, booking and scheduling loads for available capacity. Primary responsibilities include filling in for absent Customer Experience Representatives, training new personnel, special projects, management of performance metrics, and ensuring an excellent customer experience. Serves as the liaison between the company and our customers ensuring an excellent customer experience. May act as the primary manager when senior management is unavailable.
KEY RESPONSIBILITIES:
Trains and mentors all team personnel with heavy emphasis on new hire training
Manage performance of personnel by monitoring key performance indicators that lead to an excellent customer experience
Acts as manager-on-duty of personnel when mid level management is not present and/or available and will float between desks to support customers when primary representative is absent
Ensure operational efficiency through the growth of team’s designated book of business. Work with employees to help their freight volume meet or exceed monthly goals and volume commitments by identifying accuracy of award management and resolving any deviation to increase stakeholder satisfaction
Foster and promote an inclusive team environment that enables employees to come to work to do and be their best
MINIMUM QUALIFICATION:
PREFERRED QUALIFICATION:
Bachelors Degree with 2-3 years of Customer Service/Sales Experience and demonstrated leadership experience
Ability to embrace change
Experience excelling in high volume, fast-paced work environment
Experience excelling with multitasking
Experience in maintaining composure well
Ability to work in a competeitive environment
Demonstrated sales focus
Demonstrated customer centric focus
Ability to influence and motivate beyond organizational level
EDUCATION:
WORK EXPERIENCE:
JOB OPENING ID:
“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!