Domestic Operations Support Agent

Domestic Operations Support Agent I

The Domestic Operations Support Agent I is responsible for reviewing daily reports for AIT stations and agents, monitoring trends, addressing past‑due issues, and ensuring on‑time performance and Cartage Manual compliance. The role involves training agents on portal usage, resolving escalations, and identifying solutions for operational efficiency.

• Train and assist agents on the MyAIT portal for partners.
• Identify root causes of agent escalation issues and implement solutions.
• Review On Time Reports for AIT stations, ICs, and agents daily to monitor trends and address past‑due issues.
• Review Cartage/Final Mile snapshots and analyze monthly/quarterly data on ASC quality, market focus, and new agent metrics.
• Analyze coverage and rates for primary agents, identifying uncovered and high‑cost areas for improvement.
• Maintain the Agent POD Scanned QMS report, aiming for a 5% goal for outstanding PODs.
• The wage range for this position is $22.70–$32.00 and may vary based on geography, knowledge, skills, and experience.

• High School Diploma required.
• 1+ years of customer service experience required.
• 1+ years of freight forwarding industry experience preferred.
• 1+ years of trucking or cartage related work experience preferred.

• Strong verbal and written communication skills (medium proficiency).
• Proficiency in Microsoft Office (medium proficiency).
• Excellent customer service and interpersonal skills (medium proficiency).
• Strong work ethic and professional demeanor (high proficiency).
• Teamwork ability (high proficiency).
• Capability to work in a fast‑paced, high‑volume environment (high proficiency).
• Strong organizational skills and attention to detail (high proficiency).

• Customer focus, proactively addressing customer concerns.
• Clear oral and written communication with appropriate grammar and business style.
• Teamwork, supporting others and sharing expertise.
• Problem solving, identifying and resolving complex issues.
• Attention to detail, ensuring accuracy and completeness of work.

In addition to base compensation, you may be eligible for a bonus based on achievement of 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), Tuition Reimbursement. Vacation days range from 10 to 20 days (depending on tenure), with 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 630‑766‑8300 ext 5218.