Job Title:
Customer Experience Account Manager
Department:
Customer Service & Contact Center Operations
Country:
United States of America
State/Province:
Arkansas
City:
Lowell
Full/Part Time:
Full time
Job Summary:
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.
Job Description:
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, 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
Qualifications:
Minimum Qualifications:
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
AND Demonstration of the following skills and abilities through education, certifications, military, or other experiences:
Experience using Microsoft Office Suite; working knowledge of Excel and PowerBI
Preferred Qualifications:
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
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: Supply Chain Management, Bachelors: Transportation Logistics, GED (Required), High School (Required)
Work Experience:
Customer Service/Account Manager, Sales, Transportation/Logistics
Job Opening ID:
00615839 Customer Experience Account Manager (Evergreen) (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.
Fortune 500 experience. Career advancement. Nationwide relocation possibilities.
Headquartered in Northwest Arkansas, J.B. Hunt is a dominant force in transportation and logistics, offering exciting career opportunities both at corporate and at field locations across the country. There are a variety of job @types that support our business, so no matter your passion, J.B. Hunt is the place to jumpstart your career.
Why J.B. Hunt?
J.B. Hunt is a leading transportation and logistics company for one simple reason - our people. The career possibilities and benefits of working at J.B. Hunt are endless. From competitive salary and benefits packages, to defined career paths and growth opportunities, we take care of our people and take great pride in our efforts to build and sustain an inclusive workplace for all employees.
What are we looking for?
J.B. Hunt welcomes high-energy, forward-thinking people of all backgrounds and experience levels to join our team. We offer full-time, entry level, professional and management opportunities across all departments. Whether you are fresh out of school or bring years of industry experience, a role at J.B. Hunt could take your career to the next level.
J.B. Hunt is proud to serve individuals of all abilities. If you need assistance completing your application, please contact us at people.support@jbhunt.com .
J.B. Hunt Transport, Inc. affirms its belief in equal employment opportunity for all employees and applicants for employment in all terms and conditions of employment. J.B. Hunt is committed to both the spirit and the letter of affirmative action law and continues its good-faith efforts to comply with all applicable government laws and regulations. The company is committed to basing employment decisions on the principles of equal employment opportunity. J.B. Hunt will recruit, hire, compensate, offer benefits to, upgrade, train, layoff, terminate, and/or promote individuals without discrimination in regards to race, color, religion, sex, national origin, age, sexual orientation, gender identity, status as a qualified individual with a disability, status as a protected veteran, or other bases by applicable law.
J.B. Hunt Transport, Inc. offers reasonable accommodation in the employment process for individuals with disabilities. If you need assistance in the application process due to a disability, you may request accommodation at any time by calling 1-800-777-4968.
