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Customer Experience Account Manager

Company: J.B. Hunt Transport Services, Inc.
Location: Rochester
Posted on: November 25, 2022

Job Description:

JOB SUMMARY:
Under routine supervision, the incumbent is responsible for the management and execution of customer freight orders to meet volume goals and deliver an exceptional customer experience. Work requires developing and maintaining excellent customer relationships to maximize business potential.
KEY RESPONSIBILITIES:
Manage and develop strong customer relationships by engaging customers regularly to maximize growth
Communicate internally and externally, especially by responding to information requests, checking load status, and solving problems to achieve customer satisfaction and minimize service failures

Anticipates customer issues and proactively provides solutions to prevent obstacles and meet or exceed customer expectations

Work with managed client base to continuously improve shipment operations, such as automated tracking, online booking/shipment management, communication on accessorial, and offering solutions based on shipping patterns and needs
Gain competency with J B Hunt's technology and tools, and educate and encourage clients to leverage the tools
Understands, analyzes, & improves Customer KPI's outlined on the CER Scorecard, including net promoter score (NPS), award compliance rate, quantity of CVD activities, & time-to-reply speed.
Digitally accept, auto-accept, and manually enter customer orders into the order management system to execute on loads
Strategically manage accounts to maximize account retention and development. Review key reports and actively work with customers to retain business.
MINIMUM QUALIFICATIONS:
Experience in managing client relationships, retaining business accounts, B2B experience, or related customer-centric experience; OR Bachelor's Degree in supply chain/logistics or related field

Experience using Microsoft Office Suite; working knowledge of Excel

PREFERRED QUALIFICATIONS:
Bachelors Degree in supply chain/logistics or related field, or 2-3 years of related experience, especially managing client relationships, retaining business accounts, or B2B experience

Experience working within set productivity goals and metrics; experience being held accountable for meeting goals

SKILLS AND ABILITIES:
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 add value to a team setting through collaborating on a common goal
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
Time management skills
Ability to maintain composure and influence during tough conversations
EDUCATION:
Bachelors: Supply Chain Management, Bachelors: Transportation Logistics
WORK EXPERIENCE:
Customer Service/Account Manager, Sales
JOB OPENING ID:
00481822 Customer Experience Account Manager (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.

Keywords: J.B. Hunt Transport Services, Inc., Rochester , Customer Experience Account Manager, Professions , Rochester, New York

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