Customer Service Representative II

Overview

Customer Service Representative II

Introduction:
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, in pursuit of solutions for our customers. We champion the strength of our global teams and, as trusted advisors, go above and beyond, working together to ensure customer satisfaction. Through the company's growth, we challenge ourselves to be better and continuously learn in a dynamic environment.

Helping others is at the core of our culture, joining us in finding fulfillment by giving back to our local communities as the united team that is AIT. Find out what our people deliver means when you come move the world with us! Hear directly from our teammates at AIT Worldwide Logistics and make us the next stop on your career journey.

The Customer Service Representative II will act as a resource to AIT's customers, respond to requests, and resolve delivery issues by answering questions and coordinating 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.

• Follow established procedures on setting up routes and transit times / appointment scheduling for AIT's services
• Answer incoming calls and make outbound calls ensuring outstanding customer service. Complete requests with urgency and professionalism
• Work within Transportation Management Software (TMS) to trace loads and provide customers with shipment updates
• Review and proactively respond to customer emails within the assigned team inbox
• Proactively meet or exceed Customer KPI's and milestones within a timely manner
• Promote additional services, such as Proof of Delivery (PODs), to contribute to overall profit
• Serve as a liaison between sales and/or account management teams and customers to enhance the service experience
• Escalate highly unusual situations to sales and/or account management teams to review and reconcile
• Review processes and take immediate action to correct or solve semi-routine issues that may occur
• Act as a resource to new and existing customer accounts to ensure 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

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 teammates is a Core Value
• A strong work ethic with ownership, independence, accountability and autonomy
• Growth mindset - open to change and improving performance
• Customer service focus - building relationships with internal and external customers

In addition to base compensation, a bonus may be available based on business and/or individual performance metrics (dependent on position). 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. Teammates may be eligible for up to 10 to 20 days of vacation (based on tenure), 2 personal days, 1 floating holiday, 5 sick days, 5 volunteer hours, and 6 company holidays (plus Veterans Day for Veterans).

AIT Worldwide Logistics is a global freight forwarder helping companies grow by expanding access to markets worldwide. For more than 40 years, the Chicago-based supply chain solutions leader relies on a consultative approach to build a global network and trusted partnerships in nearly every industry. Backed by scalable, user-friendly technology, AIT customizes door-to-door deliveries via sea, air, ground and rail. With teammates in 150+ locations globally, AIT offers customs clearance, warehouse management and white glove services.

Note:

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.