Customer Service Representative III

Join to apply for the Customer Service Representative III role at 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 our curiosity and creativity, in endless pursuit of solutions for our customers. Together, we champion the strength of our global teams and, as trusted advisors, we go above and beyond, working together in a supportive and collaborative environment to ensure customer satisfaction.

Through the company's continued growth, we challenge ourselves to be better, continuously learning and growing in our dynamic environment. Helping others is at the core of our culture; join us in finding fulfillment by giving back to our local communities as a united team that is AIT. Find out what our people deliver means when you come move the world with us.

The Customer Service Representative III will act as a resource to AIT's customers, responding to requests and resolving delivery issues by answering customers' questions and working on resolving them in coordination with other departments. This role focuses on establishing new relationships, managing and maintaining existing customer accounts, and assessing customer needs to translate into results‑oriented solutions.

• Proactively meet or exceed Customer KPI’s and milestones within a timely manner.
• Mentor and train new hires on general processes and procedures.
• Monitor and service capacity available on the load board.
• Train and gain general knowledge of lane history and customer pricing.
• Follow established procedures for setting up routes and transit times or appointment scheduling for AIT’s services.
• Take immediate action to correct or solve escalated issues that may occur.
• Gain exposure to aging reports and AR.
• Answer incoming calls and make outbound calls, ensuring outstanding customer service. Complete requests with a sense of urgency and professionalism.
• Work within 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.
• Act as a resource to new and existing customer accounts to assure accurate and timely delivery.
• Provide feedback on enhancing current procedures that will increase efficiency, reduce errors, and better serve our customers.
• Maintain strong relationships with AIT’s customers and vendors.
• Promote additional services, such as Proof of Delivery (POD), to contribute to overall profit.

• High School or GED equivalent required.

• 3-5 years of experience in customer service or related roles required.
• 3-5 years of 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 our teammates is a core value.
• A strong work ethic with an appreciation for ownership, independence, accountability, and autonomy in your role.
• Growth mindset – being passionate about your craft, always looking for ways to improve yourself and the company, being open to change and doing things differently.
• Customer service focus – we serve a wide variety of customers, both internal and external, and building relationships is a part of our culture.

In addition to your base compensation, you may be eligible for a bonus based on achievement of business and/or individual performance metrics (dependent on position). Benefits offered 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. In addition, teammates may be eligible for up to 10 to 20 days of vacation (depending on tenure), 2 personal days, 1 floating holiday, 5 sick days, 5 volunteer hours, and 6 company holidays (plus…