Customer Service Representative II

Customer Service Representative II Overview

The Customer Service Representative II will act as resource to AIT's customer requests and resolve delivery issues by answering customer questions and working on resolving them in coordination with other departments. This role will focus 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 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
• Proactively meet or exceed Customer KPI's and / milestones within a timely manner
• Promote additional services, such as Proof of Delivery (POD's), to contribute to overall profit
• Serve as a liaison between sales and / or account management team and customers to enhance service experience
• Escalate highly unusual situations to sales and /or account management team to review and reconcile
• Review the process and take immediate action to correct or solve semi‑routine issues that may occur
• 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
• Develop and maintain relationships with AIT's customers and vendors
• Train and gain general knowledge of lane history and customer pricing
• The wage range for this position is $20.80-$29.40 and may vary based on geography as well as relative knowledge, skills, abilities, and experience

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 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.