Customer Service Representative II
About the role
A Customer Service Representative II at AIT acts as a resource for customer requests and resolves delivery issues by addressing questions and coordinating with other departments. This role focuses on establishing new relationships, managing existing customer 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 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 (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 an emphasis on building relationships.
Pay
The wage range for this position is $18.50–$26.10 per hour and may vary based on geography, knowledge, skills, abilities, and experience.
Benefits
In addition to base compensation, you may be eligible 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.
- 10–20 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 expand access to markets worldwide for selling or procuring raw materials, components, and finished goods. With over 40 years of experience, AIT relies on a consultative approach to build a global network and trusted partnerships across industries such as 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 solutions. AIT operates in more than 150 locations across Asia, Europe, and North America.