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Manager II, Customer Experience - ICS

Company: J.B. Hunt Transport Services, Inc.
Location: Rockville
Posted on: June 17, 2022

Job Description:

**JOB TITLE:**

Manager II, Customer Experience - ICS

**DEPARTMENT:**

Customer Service & Contact Center Operations

**COUNTRY:**

United States of America

**STATE/PROVINCE:**

Iowa

**CITY:**

West Des Moines

**FULL/PART TIME:**

Full time

**JOB SUMMARY:**

Under general supervision, the incumbent is responsible for managing a team of Customer Experience personnel and directing them in their day-to-day responsibilities as well as developing a strategy for their team to ensure day to day duties are accomplished. Responsibilities include customer engagement calls for available capacity and maintaining great customer service and profitable growth through team management. Serves as the liaison between the company and our customers and may act as the primary client manager. This position is responsible for the analysis of data to promote a better customer experience including preparing and compiling data, and leading strategic customer meetings, working with sales representative to address customer concerns, and employee development. This role will promote and foster a customer centric culture by influencing team, and external and internal clients.

**KEY RESPONSIBILITIES:**

- Hire, develop and engage team of Customer Experience personnel
- Manage performance of personnel by monitoring key performance indicators that lead to an excellent customer experience and profitable growth
- Promote customer success by ensuring that an excellent customer experience is provided and personnel are proactively identifying customer inefficiencies to increase stakeholder satisfaction and operational efficiency
- Gather data and conduct monthly and/or quarterly business reviews with key customers to ensure optimal customer experience and profitable growth
- Develop strategy to ensure freight volume meets or exceeds monthly goals and volume commitments by maintaining award compliance, growing award, and resolving any deviation to increase stakeholder satisfaction and operational efficiency
- Promote change and experience with internal stakeholders to solve customer problems
- Lead talent identification, development, performance and overall management efforts for full team
- Strategize customer base and market trends to establish desk level goals for entire team
- Foster and promote an inclusive team environment that enables employees to come to work to do and be their best

**MINIMUM QUALIFICATIONS:**

- High School Diploma/GED with 3-4 years of Customer Service/Sales Experience

**PREFERRED QUALIFICATIONS:**

- Bachelors Degree with 3-4 years of Customer Service/Sales/Management Experience; 2-3 years leadership experience

**SKILLS & ABILITIES:**

- Experience working through change management
- Experience excelling in high volume, fast-paced work environment
- Experience supervising/managing a team
- Experience working in transportation
- Ability to work in a competitive environment
- Demonstrated sales focus
- Holding people accountable/difficult conversations
- Demonstrated data analytics skills to recommend actionable solutions to customers
- Demonstrated financial acumen
- Ability to motivate and lead a successful team
- Ability to create customer centric environment
- Ability to influence and motivate beyond organizational level

**EDUCATION:**

Bachelors: Business Administration/Management, Bachelors: Business Communications, Bachelors: Transportation Logistics, GED (Required), High School (Required)

**WORK EXPERIENCE:**

Customer Service/Account Manager, Management-Entry Level, Sales, Transportation/Logistics

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.

Keywords: J.B. Hunt Transport Services, Inc., Rockville , Manager II, Customer Experience - ICS, Executive , Rockville, Maryland

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