Customer Service Representative III

About the role

AIT’s Customer Service Representative III acts as a resource for customer requests and resolves delivery issues by answering questions and coordinating resolutions across departments. This role focuses on building new relationships, managing existing accounts, and assessing customer needs to deliver results-oriented solutions.

Responsibilities

• Proactively meet or exceed Customer KPIs and milestones in a timely manner.
• Mentor and train new hires on general processes and procedures.
• Monitor and service capacity available on the load board.
• Train and gain knowledge of lane history and customer pricing.
• Follow established procedures for setting up routes, transit times, and appointment scheduling.
• Take immediate action to correct or solve escalated issues.
• Gain exposure to aging reports and accounts receivable (AR).
• Answer incoming calls and make outbound calls to ensure outstanding customer service.
• Complete requests with urgency and professionalism.
• Use Transportation Management Software (TMS) to trace loads and provide shipment updates.
• Review and proactively respond to customer emails within the assigned team inbox.
• Act as a resource for new and existing accounts to ensure accurate and timely delivery.
• Provide feedback on enhancing procedures to increase efficiency, reduce errors, and better serve customers.
• Maintain strong relationships with AIT’s customers and vendors.
• Promote additional services, such as Proof of Delivery (PODs), to contribute to overall profit.

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—building relationships with internal and external customers.

Benefits

• 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.
• Tuition reimbursement.
• Paid parental leave.
• Employee support programs.
• Bonus eligibility based on business and/or individual performance metrics (dependent on position).
• 10–20 days of vacation annually (depending on tenure).
• 2 personal days, 1 floating holiday, and 5 sick days annually.
• 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. For over 40 years, the Chicago-based supply chain 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 in over 150 worldwide locations, AIT delivers on-time and on-budget solutions.