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 fostering positive customer relationships, ensuring timely and damage-free deliveries, and coordinating logistics activities such as scheduling and order tracking to maximize business growth and customer satisfaction.
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. Key responsibilities include:
- Promote and grow positive customer relationships through regular engagement and solution-focused support
- Monitor and support on-time deliveries, damage-free service, and accurate billing
- Proactively communicate with internal and external customers to check load status and resolve issues
- Schedule pick-up and delivery appointments to optimize transit time and meet customer expectations
- Enter customer orders into the order management system and maintain accurate tracking information
- Obtain and document approvals for accessorial charges and spot rates for assigned customers
- Serve as a primary point of contact for load updates and capacity availability
Qualifications
Minimum requirements
- High School Diploma or GED; OR Bachelor’s Degree
- 0–2 years of customer service or sales experience (entry-level experience considered)
Preferred
- Clear verbal and written communication skills across multiple channels
- Ability to adapt to changing assignments, processes and priorities
- Composure under pressure and professionalism when interacting with difficult situations
- Sales-focused mindset with ability to meet or exceed customer expectations
- Strong organizational skills and ability to manage multiple priorities
Additional notes
- This position is not eligible for employment-based sponsorship.
Compensation & Benefits
- Estimated pay: $57,671 per year (estimated). Actual starting pay will depend on skills, education, experience, geography, and other qualifications.
- This role may be eligible for annual bonuses or incentives tied to profitability or volume.
- Benefits for full-time employees (subject to eligibility):
- Medical, dental & vision coverage
- 401(k) retirement plan
- Life insurance; short- and long-term disability
- Paid time off (vacation and sick time) based on tenure
- Parental leave (six weeks paid maternity leave; two weeks paid parental leave)
- Six paid holidays annually
Location & Work Type
- Location: Troy, MI (on-site)
- Employment type: Full-time
About the Client & Culture
Careertakes is representing a confidential client in the Customer Services industry. The client emphasizes a people-first culture, clear career paths, and competitive benefits. They welcome candidates at multiple experience levels and are committed to accessible hiring practices and reasonable accommodations for applicants with disabilities.
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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