Customer Experience Representative II- ICS

Customer Experience Representative II- ICS

Customer Service & Contact Center Operations

Farmers Branch, TX - 4201 Spring Valley Road

Full time

Job Summary :

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.

Minimum Qualifications :

• 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.

Preferred Qualifications :

This position is not eligible for employment-based sponsorship.

Compensation : 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.

Benefits : 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.

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

Work Experience : Customer Service / Account Manager, Sales