Customer Experience Representative - ICS

Customer Experience Representative - ICS

Under routine supervision, the Capacity Procurement Representative is responsible for the negotiation of rates to meet load expectations while ensuring optimal margins. The incumbent will market the J.B. Hunt Carrier360 platform to carriers in order to increase efficiency and freight movement visibility. The incumbent is responsible for establishing a carrier base, ensuring freight is covered in a timely manner, and delivering best in class service execution.

Key Responsibilities

• Ability to operate effectively in high-pressure environments supporting government, emergency management, and disaster response operations.
• Strong attention to detail with the ability to manage multiple priorities while maintaining accuracy and service excellence.
• Ability to make sound decisions and adapt quickly to changing customer requirements, mission-critical shipments, and rapidly evolving operational conditions.
• Negotiate with carriers for the optimal purchase rate to meet revenue and profit margin goals
• Act as liaison between internal business stakeholders and carriers
• Manage all freight in transit by obtaining updates from carriers to accurately monitor movement and ensure on time pickup and delivery
• Utilize the Carrier360 Platform to tender loads and maintain accurate records of shipments and customer details
• Proactively communicate service failures to internal support teams to minimize cost and operational inefficiencies
• Partner with internal teams to promote best in class service and ensure safety
• Leverage the Carrier360 platform with carrier base to increase efficiency and automation
• Verify authenticity of carriers and tracking prior to scheduled pickup
• Remain current on supply chain information to gain understanding of market trends and optimize negotiation tactics
• Understand customer service expectations to provide value with transportation solutions and updates in an urgent manner

Qualifications

Minimum Qualifications:

High School Diploma/GED with up to 1 year experience in transportation/logistics, business administration, account management, and/or equivalent military experience AND the ability to work across multiple shifts including nights and/or weekends if needed AND/OR Demonstration of the following skills and abilities through education, certifications, military, or other experiences

• Strong professional communication skills applied internally and externally
• Proven experience in establishing and maintaining healthy working relationships Experience in fostering strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement
• Ability to process information with high levels of accuracy
• Accurately analyze situations and reach productive decisions based on informed judgment Experience in Microsoft Programs (Excel, Word, PowerPoint, Outlook) Ability to manage multiple competing priorities
• Ability to adapt to a dynamic work environment and shifting priorities and directives
• Experience in holding people accountable and conducting difficult conversations
• Ability to perform in a stressful and high-pressure work environment

Preferred Qualifications: Bachelor's degree in Business Administration, Transportation/Logistics, Supply Chain, or related field AND up to 1 year experience in transportation/logistics, business administration, account management, and/or equivalent military experience

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.