Customer Service Representative II
AIT Worldwide Logistics is a global freight forwarder where every day presents an opportunity to make a global impact. As problem solvers driven by curiosity and creativity, we pursue solutions for our customers while fostering a supportive and collaborative environment. Join us to grow, learn, and give back to local communities.
About the role
The Customer Service Representative II acts as a resource for AIT's customers, resolving delivery issues by addressing inquiries 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 to ensure outstanding customer service.
- Complete requests with a sense of 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 highly unusual situations to sales and/or account management teams 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 company (Preferred).
Skills
- AS400 (Low proficiency).
- Transportation Management Software (TMS) (Medium proficiency).
- Microsoft Office Suite (Medium proficiency).
- Team player who works well with others and respects teammates.
- Strong work ethic with appreciation for ownership, independence, accountability, and autonomy.
- Growth mindset—passionate about improvement, open to change, and doing things differently.
- Customer service focus—building relationships with internal and external customers.
Benefits
- Eligibility for a bonus based on business and/or individual performance metrics.
- Medical, Prescription, Health Savings Account, and Flexible Spending Accounts.
- Dental and Vision coverage.
- Life, AD&D, and Disability insurance.
- Supplemental Health and Employee Support programs.
- Paid Parental Leave and Pet Insurance.
- 401(k) and Tuition Reimbursement.
- 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.
Pay
The wage range for this position is $22.70–$32.00 per hour and may vary 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 supply chain solutions across industries such as aerospace, automotive, consumer retail, energy, food, government, high-tech, industrial, life sciences, and marine. The company offers scalable, user-friendly technology and flexible door-to-door deliveries via sea, air, ground, and rail, including customs clearance, warehouse management, and white glove services. AIT operates in more than 150 locations across Asia, Europe, and North America.