Domestic Operations Support Agent

Join us at AIT, where we believe every day presents an opportunity to make a global impact! We’re problem solvers, driven by our curiosity and creativity, in endless pursuit of solutions for our customers. Together, we champion the strength of our global teams and, as trusted advisors, we go above and beyond, working together in a supportive and collaborative environment to ensure customer satisfaction.

Through the company’s continued growth, we challenge ourselves to be better, continuously learning and growing 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 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 Domestic Operations Support Agent I is responsible for reviewing daily reports for AIT stations and Agents, monitoring trends and addressing past‑due issues, identifying solutions for on‑time performance and Cartage Manual compliance, assisting agents with training and portal usage, and resolving agent escalations between AIT and the agent.

• Work on the training and assistance with the agent on the MyAIT for partners portal.
• Identify root cause for agent escalation issues and implement solutions as needed.
• Review On Time Reports for AIT Stations, ICs and agents on a daily basis to monitor trends and address past‑due issues.
• Review Cartage/Final Mile Snapshot and monthly/quarterly data on ASC quality, market focus, new agent focus on metrics and goal achievement.
• Responsible for reviewing primary agents’ coverage and rates and identifying uncovered and high‑cost areas that require improvement.
• Agent POD Scanned QMS Report, maintain goal of 5% for outstanding PODs.
• 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.

• High School Diploma Required.

• 1+ years Customer Service Experience Required.
• 1+ years Freight Forwarding industry experience Preferred.
• 1+ years Trucking or Cartage related work experience Preferred.

• Strong verbal and written communication skills. (Medium proficiency)
• Proficient in Microsoft Office suite. (Medium proficiency)
• Excellent customer service and interpersonal skills. (Medium proficiency)
• Have a strong work ethic and professional demeanor. (High proficiency)
• Ability to work as a team member. (High proficiency)
• Ability to work in a fast‑pace, high‑volume environment. (High proficiency)
• Strong organizational skills and attention to detail. (High proficiency)

• Customer Focus: knowing the customer business needs and acting accordingly; proactively addressing customer concerns and assisting business partners and customers to achieve their work goals via application of their own skills and knowledge; striving to provide consistent customer satisfaction.
• Oral & Written Communication: shaping & expressing ideas & information in an effective and professional manner; using appropriate grammar and choice of words in oral speech; writing grammatically and using appropriate business writing style.
• Teamwork: working as a productive member of a cohesive group toward a common goal; offering support for others’ ideas and opinions; expressing disagreement constructively; providing assistance to others when needed; sharing one’s expertise with others.
• Problem Solving: having the ability to identify problems and issues of varying complexities and find effective solutions, considering multiple sides of an issue; weighing consequences before making a final decision; not discouraged by ambiguous situations; adjusting approach to achieve results.
• Attention to Detail: ensuring one’s own work is complete and accurate; monitoring the quality of work, verifying information, checking the accuracy of own and other’s work; organizing information and materials for others to understand.

In addition to your…