Customer Service Representative III

Overview

The Customer Service Representative III will act as a resource for AIT’s customers, resolving delivery issues, answering questions, and coordinating with various departments. The role focuses on establishing new relationships, managing and maintaining existing customer accounts, and translating customer needs 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 on setting up routes and transit times / appointment scheduling for AIT’s services.
• Take immediate action to correct or solve escalated issues that may arise.
• Gain exposure to aging reports and AR.
• Answer incoming calls and make outbound calls ensuring outstanding customer service and 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 for 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.
• Maintain strong relationships with AIT’s customers and vendors.
• Promote additional services, such as Proof of Delivery (POD's), to contribute to overall profit.

• 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 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 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 Veterans Day for Veterans) annually.

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