Job Description

SUMMARY

The Customer Experience Specialist position is to strengthen and enhance the growth and stability of Warren. Implementation of sound marketing and customer service principles to develop and service customers in accordance with company and department quality, sales, utilization, and profit objectives. Also serving as liaison between the customer and Warren.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Actively prospect, pitch, and close new business by promoting Warren's services to active, inactive, and potential customers. Serve as the strategic link between customer needs and Warren's solutions.
• Drive revenue growth by seizing upselling and cross-selling opportunities during every customer interaction.
• Respond to customer inquiries with a sales-first, solution-oriented approach, providing recommendations that align with Warren's offerings and lead directly to new or expanded business.
• Take ownership of scheduling and coordination, ensuring appointments are strategically set to maximize efficiency and create sales opportunities.
• Proactively manage and grow customer relationships to increase loyalty, expand account volume, and drive repeat business.
• Take full control of the freight lifecycle by owning the process from pickup to delivery, ensuring a seamless customer experience that fosters long-term partnerships.
• Prioritize and aggressively pursue high-revenue loads and lanes, escalating and resolving issues quickly to protect both customer relationships and revenue streams.
• Bring strategic, revenue-focused solutions to the table to cover loads effectively, leveraging internal resources and escalating when necessary to keep business moving.
• Maintain constant, persuasive communication with customers and internal teams to ensure alignment and keep deals moving forward.
• Follow up persistently and proactively to secure necessary paperwork, close out transactions smoothly, and accelerate the payment cycle.
• Celebrate wins loudly and share success stories with customers while actively soliciting new business and referrals.
• Continuously promote Warren's value proposition, positioning our services as the preferred solution for customers' evolving needs.
• Maintain detailed, up-to-date records of all customer interactions, sales activities, and opportunities to provide clear visibility into account growth potential.
• Partner closely with internal teams to ensure flawless execution and outstanding customer satisfaction, paving the way for future sales.
• Report on sales activity, market trends, and competitive intelligence to help inform and shape business development strategies.
• Take on additional projects and initiatives that directly contribute to business growth and sales success.
• Performs other duties, tasks, or responsibilities as assigned.

EDUCATION & EXPERIENCE

• Four-year college degree from an accredited institution, or equivalent preferred.
• Excellent customer service skills
• Strong sales and negotiation skills
• Excellent time management and organizational skills
• Hard worker with a drive for results who can persevere in the face of resistance or setbacks
• Strong work ethic and sense of integrity; trustworthy
• Excellent verbal communication skills
• Proficient knowledge of MS Office (Word, Excel, Outlook, Access)

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Constantly in a stationary sitting position and occasionally will move around.
• Constantly operate a keyboard and mouse and constantly utilize a computer monitor(s).
• Constantly conversing with internal and external customers in person or via a phone system.

EEO STATEMENT

Warren Transport is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age (40 or older), status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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