Customer Service Representative II

AIT Worldwide Logistics is a global freight forwarder where every day presents an opportunity to make a global impact. We’re problem solvers driven by curiosity and creativity, working together in a supportive and collaborative environment to deliver solutions for our customers. Join us and help move the world while growing your career in a dynamic, fulfilling culture.

About the role

The Customer Service Representative II acts as a resource for AIT’s customers, resolving delivery issues by answering questions and coordinating with other departments. This role focuses on establishing new relationships, managing existing accounts, and assessing customer needs to deliver results-oriented solutions.

Responsibilities

• Follow established procedures for setting up routes, transit times, and appointment scheduling for AIT’s services.
• Answer incoming calls and make outbound calls, ensuring outstanding customer service with urgency and professionalism.
• Work within Transportation Management Software (TMS) to trace loads and provide shipment updates to customers.
• Review and proactively respond to customer emails within the assigned team inbox.
• Proactively meet or exceed Customer KPIs and milestones in a timely manner.
• Promote additional services, such as Proof of Delivery (PODs), to contribute to overall profit.
• Serve as a liaison between sales/account management teams and customers to enhance service experience.
• Escalate unusual situations to sales and/or account management for review and reconciliation.
• Review processes and take immediate action to correct or solve semi-routine issues.
• Act as a resource for new and existing customer accounts to ensure accurate and timely delivery.
• Provide feedback on enhancing current procedures to increase efficiency, reduce errors, and better serve customers.
• Develop and maintain relationships with AIT’s customers and vendors.
• Train and gain general knowledge of lane history and customer pricing.

Requirements

• High School diploma or GED equivalent (Required).
• 3-5 years of experience in customer service or related roles (Required).
• 3-5 years of experience in Freight Forwarding, logistics, 3PL, Transportation Brokerage, or Trucking (Preferred).

Skills

• AS400 (Low proficiency).
• Transportation Management Software (TMS) (Medium proficiency).
• Microsoft Office Suite (Medium proficiency).
• Team player with strong interpersonal skills and respect for teammates.
• Strong work ethic with appreciation for ownership, independence, accountability, and autonomy.
• Growth mindset—passion for continuous improvement and openness to change.
• Customer service focus with a commitment to building relationships.

Benefits

• Eligibility for performance-based bonuses (dependent on position).
• Medical, prescription, dental, and vision coverage.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
• Life, AD&D, and disability insurance.
• Supplemental health and pet insurance.
• 401(k) retirement plan and tuition reimbursement.
• Paid parental leave.
• 10-20 days of vacation (depending on tenure), 2 personal days, 1 floating holiday, 5 sick days, and 5 volunteer hours annually.
• 6 company holidays plus Veterans Day for veterans.

Pay

The wage range for this position is $18.50–$26.10 per hour, varying based on geography, knowledge, skills, abilities, and experience.

About AIT Worldwide

AIT Worldwide Logistics is a global freight forwarder helping companies expand access to markets worldwide. With over 40 years of experience, AIT provides scalable, user-friendly supply chain solutions, including customs clearance, warehouse management, and white glove services. The company operates in nearly every industry, with expert teammates staffing more than 150 locations across Asia, Europe, and North America.