Customer Service Representative II

Customer Service Representative II

The Customer Service Representative II will act as resource to AIT's customers requests and resolve delivery issues by answering customer's questions and work on resolving them in coordination with other departments. This role will focus on establishing new relationships, managing and maintaining existing customer's accounts and assessing customer's needs translating into results oriented solutions.

Responsibilities include:

• Following established procedures on setting up routes and transit times / appointment scheduling for AIT's services
• Answering incoming calls and making outbound calls ensuring outstanding customer service. Completing requests with a sense of urgency and professionalism
• Working within Transportation Management Software (TMS) to trace loads and provide customers with necessary shipment updates
• Reviewing and proactively responding to customer emails within the assigned team inbox
• Meeting or exceeding Customer KPI's and / milestones within a timely manner
• Promoting additional services, such as Proof of Delivery (POD's), to contribute to overall profit
• Serving as a liaison between sales and / or account management team and customers to enhance service experience
• Escalating highly unusual situations to sales and /or account management team to review and reconcile
• Reviewing the process and taking immediate action to correct or solve semi-routine issues that may occur
• Acting as resource to new and existing customer accounts to assure accurate and timely delivery
• Providing feedback on enhancing current procedures that will increase efficiency reduce errors and better serve our customers
• Developing and maintaining relationships with AIT's customers and vendors
• Training and gaining 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.

Qualifications include:

• High School or GED equivalent Required
• 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
• 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!

What AIT Can Offer You:

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.

About AIT Worldwide:

AIT Worldwide Logistics is a global freight forwarder that helps companies grow by expanding access to markets all over the world where they can sell and/or procure their raw materials, components and…