Customer Service Representative III

Overview

The Customer Service Representative III will act as resource to AIT's customers requests and resolve delivery issues by answering customer's questions and work on resolving them in coordination with other departments. This role will focus on establishing new relationships, managing and maintaining existing customer's accounts and assessing customer's needs translating 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
• Responsible for taking 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 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's), to contribute to overall profit

Education Qualifications
:

• High School or GED equivalent Required

Experience Qualifications
:

• 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

Skills and Abilities
:

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

Other Skills We Hope to See:

• 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 Veterans Day for Veterans) annually.

AIT Worldwide Logistics is a global freight forwarder that helps companies grow by expanding access to markets all over the world where they can sell and/or procure their raw materials, components and finished goods. For more than 40 years, the Chicago-based supply chain solutions leader has relied on a consultative approach to build a global network and trusted partnerships in nearly every industry, including aerospace, automotive, consumer retail, energy, food, government, high-tech, industrial, life sciences and marine.

Backed by scalable, user-friendly technology, AIT's flexible business model customizes door-to-door deliveries via sea, air, ground and rail-on time and on budget. With expert teammates staffing more than 150 worldwide locations in Asia, Europe and North America, AIT's full-service options also include 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  ext 5218.