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Customer Experience Representative

Company: Covenant Logistics
Location: Chattanooga
Posted on: August 5, 2022

Job Description:

As a Customer Experience Representative, you will work closely with our extensive network of shippers, as well as develop new relationships focusing on improving efficiency and managing transportation costs. You will use phone, email, and online customer portals to communicate and build relationships with your assigned customer base. Top priority is responding quickly with action, monitoring loads to communicate proactively on potential issues and working to build a strong relationship with the customer to gain more business. - Masters of negotiation, you secure the best rates on a spot or transactional basis. You thrive in an ever-changing environment, taking a proactive approach in learning the pricing and capacity fluctuations in the truckload shipping market. At Covenant Transport Solutions, we are committed to servicing our customers and exceeding expectations. Our team members are trained to see the world through the eyes of our customers and transcend the investment of a traditional broker relationship.Tactical Responsibilities:

Manage the book of committed business to ensure a successful load lifecycleEnsure all committed freight is accurately and properly entered into TMS platforms by executing daily load entry and appointment schedulingCommunicate relative load status updates to primary customer contacts, warehouse contacts, and internal team membersIncrease dedicated commitments by cultivating a strong relationship through comprehensive account managementEscalate all outstanding current-day freight to Extended Coverage Team for coverageAct as the primary point of contact on individual and co-owned accounts, handling all issues and problems associatedTasks:
Internal Load Bounce CommunicationPickup/Drop Appointment RequestLocation Information Request & GatheringLoad Offer AcceptanceTMW Load Information EntryLoad Information ConfirmationProviding Customer Spot QuoteTMW Load Information UpdateCustomer Load Information UpdateCustomer Load Status UpdateTMW Load Status UpdatesProving Tracking Update to the CustomerInternal Tracking Update CommunicationIssue from customer escalations and action planningOther duties as assigned
Driven and competitive natureFast paced and able to multitask in a high-pressure environmentAbility to take verbal/written instruction and execute with confidenceImpressive negotiation skillsTeam player who can also produce independent resultsBachelor's degree or relevant equivalent experience -Competitive Compensation401(k) match, Serious Health Condition PayFull Health Benefits PackageMedical, Dental, Vision, Telemedicine, Short & Long Term Disability, Health Savings Account, Life InsurancePaid Time OffHolidays, Birthday, Wellness Day, Vacation & Sick TimeCultural PerksCasual Dress, Tuition Reimbursement, Employee Discount Program, Dependent Care Flexible Spending Account, Adoption Assistance and Employee Assistance ProgramCovenant Logistics is an Equal Opportunity EmployerM/F/Disability/VeteranVEVRAA Federal Contractor

Keywords: Covenant Logistics, Chattanooga , Customer Experience Representative, Other , Chattanooga, Tennessee

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