Customer Experience Representative, ICS

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.

Requirements & Tech Stack

• Order management system

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:

• 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.

Education:

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

Work Experience:

• Customer Service/Account Manager
• Sales