Customer Experience Representative II
Core
Manage and execute customer freight orders to meet volume goals and deliver exceptional customer experiences for a larger and/or more complex customer base.
Role type
Customer Experience Representative (Freight Logistics)
Builds
Freight logistics services and customer order fulfillment
Domain
Transportation & Logistics
Required skills
Customer relationship management, freight order management, load status tracking, problem resolution, appointment scheduling, order entry, accessorial charge documentation, capacity availability communication, small escalation handling
Preferred skills
Sales focus, adaptability to new processes, composure under pressure, multi-priority management, professionalism with difficult individuals
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 inquiries and capacity availability; Leverage knowledge to assist with small escalations and/or specialty services
