Customer Experience Specialist II (Haddonfield, NJ)

Location: Haddonfield, New Jersey
Type: Direct Hire
Job 10088
Salary: $48,000 — $66,000

Company Description: Our client is a family-held, third-generation corporation with a proud legacy of leadership celebrating its 60th anniversary in business. They believe in the importance of investing generously in their people, business, industry, and local community. Our client is the oldest privately held freight brokerage in North America, specializing in notoriously complicated freight, like temperature-controlled, oversized, and high-value, high-security shipments. They help transportation professionals for some of the world’s top brands ensure the safe, on-time delivery of their freight using carefully designed procedures, cutting-edge technologies, and award-winning service. Whether the shipment is oversized, delicate, high-value, or hazardous, they’re prepared to manage it with the utmost care

The Position

Job Title: Customer Experience Specialist II

Job Type: Full-time; Hybrid

Responsibilities:

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 the Company’s TMS and customer specific platforms, where applicable.
Execute spot quotes and bid on customer load board platforms on assigned accounts, using 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.
Drive decision-making and participate in problem solving activities that result in achieving team and company goals with little reliance on team members and manager.
Participate in strategy meetings to support both new and existing customer onboarding, integrations, and RFPs, according to outlined processes, to maximize transparency for execution.

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 OEM of negative ROI loads or lanes, with proposed strategies for improvement.

Understand assigned customer requirements and SOCs/SOPs and ensure that they are applied to freight transaction management 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.
Proactively 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 CRM platform to ensure cross functional visibility.

Experience:

High school diploma or minimum 3 years of equivalent industry training or experience
Bachelor’s Degree Preferred
2+ years' experience in customer service, sales, or other customer-facing position
Understanding of MS Office and aptitude to learn other technologies
Excellent written/verbal communication skills
Strong organizational and presentation skills

Location: Haddonfield, NJ

Compensation Details: This position offers a competitive base salary.