Customer Experience Specialist I

Job Title

Win new and existing customer business leveraging effective pricing and on-boarding strategies:

• Increase customer load count by accepting, building, scheduling and managing loads in Tucker's TMS and customer specific platforms, where applicable.
• Execute spot quotes and bid on customer load board platforms on assigned accounts, using Tucker's pricing tools.
• Ensure pricing strategies are synchronous with market intelligence by collaborating with Capacity Specialists, Pricing, and Business Development.
• Identify opportunities for growth within assigned accounts and collaborate with SCXS, SCXE, OEM, and/or Business Development to develop strategies to win new opportunities.
• Begins to consistently identify areas of improvement and participates in problem solving activities, in collaboration with Operational Excellence team members, resulting in achieving team and company goals.
• Participates in strategy meetings to support both new and existing customer onboarding, integrations, and RFPs, according to outlined processes, to maximize transparency for execution.

Maximize corporate profitability:

• Consistently collaborate with Capacity Specialists to meet or exceed customer profitability goals and minimize the number of loads turned back or lost.
• Escalate and inform Customer Experience Specialists/OEM of negative ROI loads or lanes and collaborate on proposed strategy for improvement.

Maximize Customer Satisfaction, Performance, and Retention:

• Understand assigned customer requirements and SOCs/SOPs and ensure that they are applied to freight transaction management to enable Tucker to earn repeat business.
• Proactively deliver quality services by understanding assigned customer requirements to create, and implement customer SOPs, with little to no supervision by management.
• Begins to identify areas for internal process improvement within assigned accounts, which allows for increased load count, spread, revenue and customer satisfaction
• Leverage customer relationships to uncover new opportunities within existing accounts and capture those opportunities by memorializing prospect/customer conversations in Tucker's CRM platform to ensure cross functional visibility.

Qualifications and Education Requirements:

• High school diploma or minimum 3 years of equivalent industry training or experience
• Demonstrates basic understanding of MS Office and aptitude to learn other related technologies
• Strong written and verbal communication skills

Preferred Skills:

• Bachelor's degree, preferred Business Administration, Supply Chain Management, or Communications
• 1 years' experience in customer service, sales, or other customer-facing position
• Certified Broker Transportation certificate, or other related industry certification
• Proficiency or aptitude to learn MS Office and other related technologies
• Strong organizational skills
• Strong presentation skills