Customer Experience Agent

Customer Experience Agent – AIT Worldwide Logistics

We believe every day presents an opportunity to make a global impact! We’re problem solvers, driven by curiosity and creativity, pursuing solutions for our customers. Together, we champion the strength of our global teams and as trusted advisors, we go above and beyond in a supportive and collaborative environment to ensure customer satisfaction. Through continued growth we constantly learn and grow in our dynamic environment.

Helping others is at the core of our culture. Join 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 join us to move the world with us.

The Customer Experience Agent is responsible for answering internal and external E‑mails, phone calls, and live chats for customers. You will be the first point of contact with our clientele, so the ability to engage the customer and make them feel great about doing business with us is key to our success. The ideal candidate has excellent customer service skills and can work in a high‑pressure, fast‑paced work environment.

• Respond to phone calls, emails and chats from AIT customers and partners regarding consumers inquiring about shipment status, scheduling, claims and/or disputes.
• Monitor the database of scheduling appointments, deliveries and pick‑ups.
• Resolve issues with shipments by engaging with AIT partners, consumers, and vendors.
• Provide outstanding and courteous communication to all customers, both internally and externally.
• Identify and access customer needs while managing a large incoming call volume daily.
• Resolve customer disputes effectively and in a timely manner.
• Address client and consignee concerns and find innovative solutions for complex logistical challenges.
• Collaborate with other departments to optimize logistical services and arrange shipment and transportation details with carriers and agents.
• Communicate consistently and professionally; provide effective, prompt, and courteous communications in difficult situations, relaying service failures, etc.
• Answer phone calls and respond to all e‑mails, Freshdesk tickets and chats in a timely manner.
• Emulate and uphold AIT’s Core Values/Behaviors.
• Perform other duties as business deems necessary.
• The wage range for this position is $18.80–$25.90, and may vary based on geography as well as relative knowledge, skills, abilities, and experience.

• Team player who works well with others – respectful to teammates is a Core Value.
• Strong work ethic with appreciation for ownership, independence, accountability, and autonomy in your role.
• Growth mindset – passionate about your craft, always looking for ways to improve yourself and the company, 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.

• High school diploma and/or GED required.
• Excellent communication skills both verbal and written – proactively communicating to clients is part of our Core Value of earning our customers’ trust.
• Problem solver to identify issues of varying complexity and work to find effective solutions to satisfy customers’ needs.
• High attention to detail and strong organizational skills to manage the volume of customer shipments and contacts.
• Ability to work autonomously as well as within a team environment.
• Ability to calculate freight rates and amounts such as percentages, areas, circumferences, and volume.
• Proficient in Microsoft Office Products.

In addition to your base compensation, you may be eligible for a bonus based on achievement of business and/or individual performance metrics. 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. You may be eligible for up to 10–20 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.

Seniority level:
Entry level |

Employment type:

Full‑time | Job function:
Other | Industries:
Transportation, Logistics, Supply Chain and Storage

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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.