Customer Experience Representative - ICS
The Customer Experience Representative at Confidential Client is responsible for managing customer freight orders to meet volume goals while delivering exceptional service. This role focuses on building strong customer relationships, ensuring timely and damage-free deliveries, and proactively resolving issues to maximize freight potential and customer satisfaction. The position requires effective communication, multitasking, and a customer-centric approach to support operational success.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, Customer Services.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
What You’ll Do
Under routine supervision, you will execute customer freight orders to meet volume goals and deliver an exceptional customer experience. Day-to-day responsibilities include:
- Promote positive customer relationships by engaging regularly and providing solutions to meet customer needs and maximize freight potential and growth.
- Monitor and support on-time delivery, damage-free services, and accurate billing.
- Proactively communicate with internal and external customers to check load status and resolve issues, minimizing service failures.
- Schedule pick-up and delivery appointments to optimize transit time and meet customer expectations.
- Enter and track customer orders in the order management system and provide necessary information to operations teams.
- Obtain and document approvals for accessorial charges and spot rates for assigned customers.
- Serve as a primary point of contact for assigned customers regarding load updates and capacity availability.
Minimum Qualifications
- High School Diploma or GED required.
- 0–2 years of customer service or sales experience OR a Bachelor’s degree.
- Strong communication skills and attention to detail.
- Ability to handle multiple priorities and maintain composure under pressure.
- Commitment to delivering excellent customer service.
Preferred Qualifications
- Sales-minded with an ability to identify and grow freight opportunities.
- Comfortable adjusting to changing assignments and processes.
- Professional demeanor when interacting with difficult customers.
- Experience with order management systems or logistics operations is a plus.
- Customer-centric mindset and problem-solving orientation.
Compensation & Benefits
- The expected starting pay range for this position is $46,000.00 to $57,500.00 per year.
- Factors affecting starting pay may include skills, education, experience, geography, and other qualifications.
- May be eligible for annual bonuses or incentives based on performance and company plans.
- Benefits for full-time employees may include medical, dental, vision, 401(k), life insurance, short- and long-term disability, paid time off (vacation and sick), parental leave, and paid holidays. Specific benefits and eligibility are determined by the confidential client’s policies.
- This position is not eligible for employment‑based sponsorship.
Location & Work Type
- Location: Town, New Jersey (NJ) — on-site / full-time.
- Employment type: Full-time.
- This role supports freight/order execution and requires coordination with local operations teams.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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