The Customer Experience Rep will deliver exceptional service to our extensive network of customers by managing client communications, resolving their issues, and coordinating transportation requests. This role’s goal is to maximize customer satisfaction, retention, and business expansion.

Responsibilities:

• Manage the book of committed business to ensure a successful load lifecycle.
• Ensure all committed freight is accurately and properly entered into TMS platforms by executing daily load entry and appointment scheduling.
• Communicate relative load status updates to primary customer contacts, warehouse contacts, and internal team members.
• Increase dedicated commitments by cultivating a strong relationship through comprehensive account management.
• Escalate all outstanding current-day freight to Extended Coverage Team for coverage.
• Act as the primary point of contact on individual and co-owned accounts, handling all issues and problems associated.
• Facilitate and manage internal communication regarding load bounces and tracking updates to ensure transparency and efficiency across the team.
• Gather, verify, and provide accurate location details for shipments and deliveries to support operational planning.
• Provide timely status updates to customers regarding their shipments and update the Mastermind system with real-time load tracking information.
• Address and resolve issues escalated by customers, developing actionable plans to mitigate problems and ensure customer satisfaction.

Requirements:

• Driven and competitive nature.
• Ability to work under pressure and manage multiple tasks in a fast-paced environment.
• Ability to take verbal/written instruction and execute with confidence.
• Excellent problem-solving and decision-making abilities
• Ability to work both independently and collaboratively with internal and external stakeholders.
• Strong interpersonal and communication skills, with the ability to build relationships and manage multiple stakeholders.
• Bachelor’s degree in business administration, supply or similar field required. 1 year of relevant experience may be substituted for each year of education required.
• At least 1 year of customer service experience required.
• Transportation experience preferred.

Competitive Compensation

Covenant’s compensation philosophy’s intent is to use a competitive total compensation strategy to determine the current market value of a position while also considering individual factors such as performance in current position, time in seat of current position, experience, level of responsibility/accountability, and longevity with the company. The system will be objective and non-discriminatory. 

Pay Range: $45,007.59-$69,574.81

Pay Grade: 7

 401(k) match, Serious Health Condition Pay

Full Health Benefits Package

Medical, Dental, Vision, Telemedicine, Short & Long Term Disability, Health Savings Account, Life Insurance

Paid Time Off & Holidays

Cultural Perks

Casual Dress, Tuition Reimbursement, Employee Discount Program, Dependent Care Flexible Spending Account, Adoption Assistance and Employee Assistance Program

Covenant Logistics is an Equal Opportunity Employer 

M/F/Disability/Veteran

VEVRAA Federal Contractor