Customer Service Representative I

Introduction

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.

Overview

​​The Customer Service Representative I must have the ability to troubleshoot and become first point of contact for AIT's customers seeking help with timely delivery. 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.​

 

Work Schedule: Monday-Friday 5:30am-2:30pm PST

Responsibilities

• Answer incoming calls and make outbound calls ensuring outstanding customer service. Complete requests with a sense of urgency and professionalism
• Work within TMS to trace loads and provide customers with necessary shipment updates
• Set up routes and transit times / appointment scheduling for AIT's services
• Assist in reviewing and proactively responding to customer emails within the assigned team inbox
• ​​Promote additional services, such as Proof of Delivery (POD's), to contribute to overall profit​
• Serve as a liaison between sales and / or account management team and customers to enhance service experience
• Update sales and / or account management team with any problems that require escalation
• ​​Review the process and take immediate action to correct or solve issues that may occur​
• Act as resource to new and existing customer accounts to assure accurate and timely delivery
• ​​Provide feedback on enhancing current procedures that will increase efficiency reduce errors and better serve our customers​
• Develop and maintain relationships with AIT’s customers and vendors
• The wage range for this position is $18.20 - $28.27 and may vary based on geography as well as relative knowledge, skills, abilities, and experience.

Qualifications

Education Qualifications

• High School or GED equivalent Required

Experience Qualifications

• 0-3 years experience in customer service or related roles Required
• 0-3 years experience working in Freight forwarding, logistics, 3PL, Transportation Brokerage, or Trucking company Preferred

Skills and Abilities

• Microsoft Office Suite (Medium proficiency)
• Transportation Management System (TMS) (Low proficiency)
• AS400 (Low 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 finished goods. For more than 40 years, the Chicag