Customer Experience Specialist I

About the Company
Tucker Company Worldwide Inc. is a family-held third-generation corporation with a proud legacy of leadership celebrating its 65th anniversary in business. We believe in the importance of investing generously in our people business industry and local community. Tucker Company 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. We help transportation professionals for some of the worlds 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 were prepared to manage it with the utmost care. Tucker Company proudly co-founded the Transportation Intermediaries Association where our CEO previously served as Chairman of the Board and currently chairs the Highway Committee for the National Industrial Transportation League. Globally recognized organizations trust Tucker to deliver excellence across their most critical and complex supply chains. We invite you to consider joining our team of dedicated experts who are setting the standard for performance reliability and innovation in global logistics.

Location:Haddonfield NJ
Hours:Full-time
Position:Customer Experience Specialist I
Department:Operational Excellence

About the Role
Key Accountabilities & 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 Tuckers TMS and customer specific platforms where applicable.
• Execute spot quotes and bid on customer load board platforms on assigned accounts using Tuckers 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.
• Begins to consistently identify areas of improvement and participates in problem solving activities in collaboration with Operational Excellence team members resulting in achieving team and company goals.
• Participates in strategy meetings to support both new and existing customer onboarding integrations and RFPs according to outlined processes to maximize transparency for execution.

Maximize corporate profitability:

• 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 Customer Experience Specialists/OEM of negative ROI loads or lanes and collaborate on proposed strategy for improvement.

Maximize Customer Satisfaction Performance and Retention:

• Understand assigned customer requirements and SOCs/SOPs and ensure that they are applied to freight transaction management to enable Tucker 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.
• Begins to 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 Tuckers CRM platform to ensure cross functional visibility.

Qualifications and Education Requirements

• High school diploma or minimum 3 years of equivalent industry training or experience
• Demonstrates basic understanding of MS Office and aptitude to learn other related technologies
• Strong written and verbal communication skills

Preferred Skills

• Bachelors degree preferred Business Administration Supply Chain Management or Communications
• 1 years experience in customer service sales or other customer-facing position
• Certified Broker Transportation certificate or other related industry certification
• Proficiency or aptitude to learn MS Office and other related technologies
• Strong organizational skills
• Strong presentation skills

• The anticipated base salary range for this role is $52500 $62000 per year. Final compensation offered by Tucker Company Worldwide Inc. will be determined at the time of offer.
• Comprehensive benefits package including health dental and vision insurance; 401(k); PTO; paid holidays; company-paid life and disability insurance; EAP; educational assistance; and incentive plan.

Equal Opportunity Employment
Tucker Company is dedicated to promoting and supporting diversity within our workplace. We provide an environment that promotes respect integrity teamwork achievement and acceptance regardless of age disability education gender gender expression gender identity job level marital status military status national origin parental status pregnancy race religion sexual orientation socioeconomic status or other protected factors. Tucker Company is committed to equal employment opportunities and providing reasonable accommodations to applicants with physical and/or mental disabilities. Equal employment opportunity applies to all policies and procedures relating to recruitment hiring compensation benefits promotion termination and all other terms and conditions of employment. Employees are encouraged to discuss equal employment opportunity-related questions and issues with People and Culture. The Company does not allow any form of retaliation against individuals who in good faith raise issues of equal employment opportunity.