Customer Experience Lead

About the role

The Customer Experience Lead is responsible for assisting in answering internal and external emails, phone calls, and live chats for customers. As the first point of contact with our clientele, 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.

Responsibilities

• Respond to phone calls, emails, and chats from AIT customers and partners regarding shipment status, scheduling, claims, and/or disputes.
• Serve as the first line of defense for escalations.
• Train new hires and mentor existing employees.
• Manage special reports and projects.
• Work with supervisors on process improvement.
• 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 assess customer needs while managing a large incoming call volume daily.
• Resolve customer disputes effectively and in a timely manner.
• Perform other duties and responsibilities as assigned based on business demands.

Requirements

• High School Diploma/GED required.
• At least 3-5 years of experience in a call center or customer service role.
• Strong problem-solving skills with the ability to develop new ideas and innovative solutions.
• Detail-oriented with excellent oral and written communication skills.
• Ability to work in a fast-paced, high-pressure environment.
• Knowledge of the AS400/World port system(s) preferred but not required.
• Proficient in MS Office (Outlook, Word, Excel, and Internet Explorer).
• Team player willing to assist others.

Skills

• Team player who works well with others and respects teammates.
• Strong work ethic with an appreciation for ownership, independence, accountability, and autonomy.
• Growth mindset: passionate about your craft, always looking for ways to improve yourself and the company, and open to change.
• Customer service focus: ability to build relationships with a wide variety of internal and external customers.

Pay

The wage range for this position is $30.30–$42.80 per hour and may vary based on geography, knowledge, skills, abilities, and experience.

Benefits

• Eligibility for a bonus based on business and/or individual performance metrics (dependent on position).
• Medical, prescription, health savings account, and flexible spending accounts.
• Dental and vision coverage.
• Life, AD&D, and disability insurance.
• Supplemental health benefits and employee support programs.
• Paid parental leave and pet insurance.
• 401(k) retirement plan and tuition reimbursement.
• 10–20 days of vacation annually (depending on tenure).
• 2 personal days, 1 floating holiday, 5 sick days, and 5 volunteer hours per year.
• 6 company holidays plus Veterans Day for veterans.

About AIT Worldwide

AIT Worldwide Logistics is a global freight forwarder that helps companies grow by expanding access to markets worldwide. For over 40 years, the Chicago-based supply chain solutions leader has relied on a consultative approach to build a global network and trusted partnerships across industries, including aerospace, automotive, consumer retail, energy, food, government, high-tech, industrial, life sciences, and marine. AIT offers scalable, user-friendly technology and flexible door-to-door deliveries via sea, air, ground, and rail. Services also include customs clearance, warehouse management, and white-glove options. With expert teammates staffing over 150 worldwide locations, AIT is committed to delivering on time and on budget.