24d ago

Customer Experience Account Manager

United States·Lowellmid

Customer SuccessCustomer Experience

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Quick Summary

Key Responsibilities

• Execute the spirit and methodology of J.B. Hunt's Customer Value Delivery for assigned clients (Understand, Deliver, Measure, Communicate, and Anticipate) • Understands, analyzes,

Requirements Summary

Additional Job Description Minimum Qualifications: High School Diploma/GED with 2 years of transportation/logistics, sales, account management,

Technical Tools

Customer SuccessCustomer Experience

Customer Experience Account Manager

Customer Service & Contact Center Operations

United States of America

Arkansas

Lowell

Full time

Under routine supervision, this position is responsible for delivering an exceptional customer experience to the assigned customer base. Work requires developing and maintaining customer relationships that align expectations, improve performance, and maximize business potential, growth, and retention.

Responsibilities

~2 min read

• Execute the spirit and methodology of J.B. Hunt's Customer Value Delivery for assigned clients (Understand, Deliver, Measure, Communicate, and Anticipate)

• Understands, analyzes, and improves Customer KPIs outlined on the CEAM Scorecard, including net promoter score (NPS), award compliance rate, quantity of CVD activities, and time-to-reply speed

• Coordinate with internal teams and the customer to implement the customer's solution, including participation in kick-off and understanding contractual obligations to facilitate customer needs

• Oversee on-time delivery, accurate billing, available capacity, and optimal margins by coordinating with operations, pricing, and other supporting teams

• Anticipates customer issues and proactively provides solutions to prevent obstacles and meet or exceed customer expectations • Gain competency with J B Hunt’s technology and tools, and educate and encourage clients to leverage the tools

• Communicate internally and externally, especially by responding to information requests, checking load status, and solving problems to achieve customer satisfaction and minimize service failures

• Present to client stakeholders frequently both onsite or remotely to negotiate a positive outcome; presentation topics include, but are not limited to, service levels, acceptance, award compliance, etc., and/or cost and delivery analysis

• Gain competency in J.B. Hunt offerings and market knowledge to understand the conditions and challenges the managed customer base is facing and the corresponding solutions that J.B. Hunt can provide

• Work with a 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

Requirements

~2 min read

Additional Job Description

High School Diploma/GED with 2 years of transportation/logistics, sales, account management, or relevant experience; OR Bachelor's Degree in a related field of transportation/logistics, sales, or account management

Bachelor's Degree in a related field with 2 years of transportation/logistics, sales, account management, or relevant experience.
Experience working within set productivity goals and metrics; experience being held accountable for meeting goals
Understanding of the importance of meeting or exceeding established targets and the ability to drive critical activities to completion
Ability to meet or exceed customer needs and expectations to provide excellent service
Ability to add value to a team setting through collaborating on a common goal
Strong professional communication skills applied internally and externally
Ability to adapt to a dynamic work environment and shifting priorities and directives
Ability to perform in a stressful and high-pressure work environment
Ability to think critically and problem-solve for your portfolio of customers on an ongoing basis
Ability to effectively retain and grow your portfolio by maintaining a customer-centric attitude
Knowledge of basic North American geography including states, major cities, and time zones
Ability to maintain composure and influence during tough conversations
Ability to use time and resources efficiently and effectively

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.

What We Offer

~1 min read

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: Supply Chain Management, Bachelors: Transportation Logistics, GED (Required), High School (Required)

Customer Service/Account Manager, Sales, Transportation/Logistics

00643275 Customer Experience Account Manager (Evergreen) (Open)