The Customer Experience Specialist is the day-to-day face of Sethmar and the primary point of contact for our customer’s operations / warehouse teams. The role requires taking ownership of this piece, both for success and failures. Errors should be kept to an absolute minimum. The CES will apply critical-thinking and problem-solving to overcome daily logistical obstacles, keeping our customer’s priorities and Sethmar’s profitability in dual focus. The CES’s primary goal is to enhance the customer’s experience in working with Sethmar – doing what it takes to create an excellent experience through transparency, problem-solving, staying humble, and utilizing the team and resources of Sethmar to successfully execute on the customer’s loads. The goal is to be “easy to work with.” Both for external customers, and internal Sales / BDs / AMs / ACs. Must be a confident, direct, humble, and clear communicator. Ownership of workload, accountability for outcomes, ability and willingness to do what it takes even if it’s outside of the job description to get things done, and focusing on the success of the team are required.

• Data Entry / Management / Quality Assurance
• Scheduling and rescheduling pick-up and delivery appointments as-needed
• Replying to customer / internal requests in a timely manner – either in email or over the phone
• Communicating all changes in the load plan to invested parties – including the Sales / BD / AM / AC / Customer / Carrier / Warehouses
• Documenting all exceptions to the execution plan in the Event Logs and ensuring all who need visibility are included.
• Managing customers’ purchase orders – checking with vendors on availability/releases and scheduling, or notifying the customer of any delays with their vendors.
• Running and distributing any required reporting at regular intervals – to both internal and external parties
• Picking up the phone to deliver any and all bad news to the customer or internal reps – no emails

• Bachelor’s degree, or equivalent work or military experience.
• Ability to thrive under deadlines, drive results, multi-task, and work with a sense of urgency.
• Adeptness to exercise judgment and discretion while functioning independently within a defined structure.
• Aptitude to learn new TMS & CRM systems software.

• 1+ year industry experience preferred.
• Sethmar core service offerings.
• Ownership and accountability for outcomes
• Excellent verbal and written communication skills.
• Must be able to think quickly and handle high volume situations.
• Excellent time management skills.
• Ability to build strong cross-departmental relationships.
• Ability to thrive under deadlines, drive results, multi-task and work with a sense of urgency.
• Remains positive and flexible in an ever-changing environment with shifting priorities.
• Detail oriented with strong prioritization and multi-tasking skills.

Job Type: Full-time

Pay: From $35,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Commission pay

Ability to commute/relocate:

• Overland Park, KS 66213: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

Please Note :
epokagency.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, epokagency.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.