Support, Customer Experience
CHATTANOOGA TN
8:00am-5:00pm
Position open to remote: Yes

Who We Are:
Relentlessly Delivering Big Ideas. U.S. Xpress is one of the nation’s largest asset-based trucking companies. But the most valuable asset we offer isn’t tractors, trailers, or even our exclusive, cutting-edge technology. It’s the collective brainpower of thousands of visionaries and problem-solvers. Together, we are revolutionizing the transportation industry by providing innovative, custom solutions. And, here, we believe in the sanctity of a promise—both to our customers, and our people. When we focus our varied talents on reshaping the future of transportation, that’s what we call the POWER OF U.S.

Why U.S. Xpress?
Right Role. Right Tools. Right People. We invest in our talent starting on day one. You will be provided with personal and professional development opportunities that complement your interests and encourage you to build a career you’re passionate about. Whether it is employee stock options, profit-sharing, 401K, professional development, or our competitive pay, we help prepare you for the future. Be part of an organization that values out-of-the-box thinking and rewards employees for going above and beyond. Curious about the other benefits of working with us? Check out other perks below!

• Medical, Dental and Vision
• Vacation, Sick, & Personal time
• Paid Holidays
• Paid Parental Leave
• Tuition Reimbursement
• On-site work out facility

What You’ll Do:
Assist Customer Experience Rep in managing their day-to-day activities and operations. Maintain and further develop quality relationships with existing customers and warehouses. Schedule or reschedule pickup and delivery appointments. Provide necessary information to internal departments in order to meet service parameters required by the customer. Provide Customers with status updates and excellent customer service.

• Build loads/set appointments in appropriate program (AS400, XPM, TMW, TMS). Enter all necessary information to ensure data integrity.
• Trace and trace for on time pickups and deliveries and update TMW or XPM times/SD comments. Provide discretion in resetting appointments.
• Set pick-up and delivery appointments with warehouses.
• Communicate with internal and external groups, especially on high priority loads and customers.
• Proactively provide tracking updates to customers and warehouses.
• Prioritize tracking and appointment setting based on time constraints and customer priority.
• Conduct customer interactions via email and phone contact.
• Provide directions for each new customer as they are entered in the system.
• Build and maintain customer relationships and improve customer retention.
• Acquire and retain knowledge of each customer’s needs.
• Assist customer with any special needs (trailer type, bracing, pads, etc.).
• Effectively monitor all loads assigned.
• Provide logistics and asset side with all information needed to properly execute logistic plans as determined by the customer to ensure proper customer service is provided.
• Maintain and further develop customer and warehouse relationships through daily communication.
• Document all special service requirements of customers and warehouses.
• Manage all unplanned accessorial charge issues related to the customer and related warehouses.
• Represent our customer when working with contracted carriers.
• Act as a representative of all contracted carriers.
• Identify and communicate ways USX can continuously improve in its operations.
• Assist in the development of new employees.

• Collaborate in-person with all levels of the organization to harness collective intelligence of the workforce.
• Attend all in-person meetings and trainings on recent developments, goals, and objectives and participate in such discussions by offering input and advice.
• Regularly engage remotely and in-person with customers and potential customers to establish rapport, open communication and expectations.

Execute CXR responsibilities when they are out of the office or unavailable.

What We’re Looking For:
Education

Experience

• Sales, Marketing, or Customer Service experience preferred.

• Experience in the transportation industry a plus.

Skills/Certifications

• Working knowledge of the USX Operations preferred.
• Ability to type 25-30 words per minute.
• Knowledge of AS400, XPM, and Windows based software.
• Ability to work well under stress and communicate professionally.
• Excellent written and verbal communication skills
• Experience working in a deadline driven environment
• Ability to work in stressful situations
• Ability to multitask required
• Attention to detail

Work Environment / Physical Requirements – Normal office settings.

This job description indicates the general nature and level of work expected for this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Employees performing this job may be asked to perform other duties as required and the responsibilities of the position may change. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

U.S. Xpress is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce.

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