Customer Experience Agent

Overview

The Customer Experience Agent is responsible for assisting in 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 delivery and pick-ups.
• Resolve issues with shipments by engaging with AIT partners, consumers, and vendors.
• Provide outstanding and courtesy communication to all customers both internally and externally.
• Identify and access customer needs 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; be prompt, courteous, and handle 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.
• Other duties as business deems necessary.
• The wage range for this position is $18.90-$26.70 and may vary based on geography as well as relative knowledge, skills, abilities, and experience.

• 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 – passion for 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 a 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 our 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, area, circumference, 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 (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.