Customer Service Representative II

Customer Service Representative II – AIT Worldwide Logistics

Join us at AIT, where we believe every day presents an opportunity to make a global impact! We’re problem solvers, driven by curiosity and creativity, continuously learning and growing in a dynamic environment. Helping others is at the core of our culture. Join us in giving back to local communities and move the world with us!

The Customer Service Representative II will act as a resource to AIT’s customers, addressing requests and resolving delivery issues by answering questions and coordinating with other departments. This role focuses on establishing new relationships, managing and maintaining existing customer accounts, and translating customer needs into results‑oriented solutions.

• Follow established procedures for setting up routes and transit times/appointment scheduling for AIT’s services.
• Answer incoming calls and make outbound calls, ensuring outstanding customer service and completing requests with urgency and professionalism.
• Use Transportation Management Software (TMS) to trace loads and provide customers with necessary shipment updates.
• Review and proactively respond to customer emails within the assigned team inbox.
• Proactively meet or exceed Customer KPI’s and milestones in a timely manner.
• Promote additional services, such as Proof of Delivery (POD’s), to contribute to overall profit.
• Serve as a liaison between sales/account management teams and customers to enhance service experience.
• Escalate highly unusual situations to sales and/or account management for review and reconciliation.
• Review processes and take immediate action to correct or solve semi‑routine issues.
• Act as a resource to new and existing customer accounts to assure accurate and timely delivery.
• Provide feedback on enhancing current procedures to increase efficiency, reduce errors, and better serve customers.
• Develop and maintain relationships with AIT’s customers and vendors.
• Train and gain general knowledge of lane history and customer pricing.

• High School or GED equivalent (required).

• 3‑5 years experience in customer service or related roles (required).
• 3‑5 years experience working in Freight Forwarding, logistics, 3PL, Transportation Brokerage or Trucking company (preferred).

• AS400 (Low proficiency).
• Transportation Management Software (TMS) (Medium proficiency).
• Microsoft Office Suite (Medium proficiency).

• A team player who works well with others – being respectful to teammates is a core value.
• A strong work ethic with appreciation for ownership, independence, accountability, and autonomy.
• Growth mindset – passionate about craft, always improving, open to change.
• Customer service focus – building relationships is part of our culture.

In addition to base compensation, you may be eligible for a bonus based on achievement of business and/or individual performance metrics. Benefits include Medical, Prescription, Health Savings Account, Flexible Spending Accounts, Dental, Vision, Life, AD&D, Disability, Supplemental Health, Employee Support, Paid Parental Leave, Pet Insurance, 401(k), and Tuition Reimbursement. Eligible teammates may also receive 10‑20 days of vacation (depending on tenure), 2 personal days, 1 floating holiday, 5 sick days, 5 volunteer hours, 6 company holidays (plus Veterans Day for Veterans) annually.

AIT Worldwide Logistics is a global freight forwarder that helps companies grow by expanding access to markets worldwide. For more than 40 years, our Chicago‑based supply chain solutions leader offers a consultative approach, building a global network of trusted partnerships across industries. AIT’s flexible business model customizes door‑to‑door deliveries via sea, air, ground, and rail on time and on budget, supported by scalable, user‑friendly technology.

With over 150 worldwide locations, we also provide customs clearance, warehouse management, and white glove services.

AIT Worldwide Logistics is an Equal Opportunity Employer – M/F/Veterans/Disabled. If you are unable to apply online due to a disability, contact Human Resources at 630‑766‑8300 ext 5218.

Seniority Level: Mid‑Senior level

Employment Type:

Full‑time
Job Function:
Other
Industries:
Transportation, Logistics, Supply Chain and Storage