Customer Support Analyst

AR, FORT SMITH

What You'll Do

ArcBest is a logistics company with creative problem solvers who deliver integrated solutions for complex supply chain challenges. 

Wanting to join the ArcBest family? In our search for top talent, we are looking for those that will further enable us to deliver on our vision and fully support our values-driven culture.

Currently, we are looking for a Customer Support Analyst to join the ArcBest team. The Customer Support Analyst will develop and manage processes in order to maintain and grow high-potential accounts. They will demonstrate superior analytical and inter-personal skills while working directly with ArcBest’s largest customers; increase ArcBest’s footprint in the shipping industry; and provide an industry-leading customer
experience.

Your contribution may include:

  • Design and implement customized solutions to meet the ever changing requirements for high-output and high-potential customers
  • Monitor compliance of standard operating procedures and correct potential non-conformance for assigned accounts.
  • Build relationships and directly communicate with customers to identify requirements and instill confidence in ArcBest’s ability to meet agreed upon requirements.
  • Maintain a positive attitude in a highly intense environment
  • Provide industry leading customer solutions to ArcBest customers
  • Provide account reporting on a regular basis
  • Provide market-competitive pricing decisions for ArcBest customers while maintaining profitability and market share.
  • Provide rates to customers on electronic bid board, when required.
  • Make pricing decisions on multiple-quote scenarios.
  • Provide transactional spot quotes to customers.
  • Assist in mode optimization.
  • Provide weekend and after-hours coverage, as required.
  • Work in a team setting to accomplish department goals.
  • Reduce or remove charges on freight bills, as necessary
  • Other duties, as assigned.

As a Customer Support Analyst, you will be a member of the ArcBest Customer Solutions: Support Team. Your hours will be Monday through Friday, 8:00am to 5:00pm, with irregular hours that may occur depending on work load.

Ready to apply? Before doing so, please make sure you meet the minimum requirements:

  • Education: A bachelor’s degree is preferred or equivalent experience.
  • Computer Skills: Proficient in Excel and 10-key. Basic knowledge of Microsoft Word, Outlook.
  • Other Requirements: Negotiation skills, Understanding of ABF’s costing model, Understanding of constrictions and abilities in order to provide prime mode optimization, Understanding of ArcBest billing, coding, rating, costing, and capabilities. Knowledge of tariffs, service-level pricing, and the state of the market. Ability to work with other departments to meet customer needs. Must be detail oriented and enjoy a fast paced, multi-tasking, customer service minded environment. Must have excellent verbal and written communications and organizational skills. Must display a sense of urgency and ability to work well under pressure, while maintaining attention to detail. Extensive analytical skills. Wide-ranging knowledge of the numerous functions performed by Customer Solutions. Problem-solving, forward-thinking, conceptualization, technical, and computer skills.
    Available to travel, as necessary.

If you require accommodation in the application process, please contact arcbhr@arcb.com or call us at (479) 785-8963. An Equal Opportunity Employer including Vet/Disability.

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