Domestic Operations Support Agent I

About the role

AIT Worldwide Logistics is seeking a Domestic Operations Support Agent I to review daily reports for AIT stations and agents, monitor trends, address past-due issues, and identify solutions for on-time performance and Cartage Manual compliance. This role assists agents with training and portal usage while resolving escalations between AIT and its agents.

Responsibilities

• Train and assist agents with the MyAIT for Partners portal.
• Identify root causes for agent escalation issues and implement solutions as needed.
• Review On-Time Reports for AIT stations, independent contractors (ICs), and agents daily to monitor trends and address past-due issues.
• Review Cartage/Final Mile Snapshot and monthly/quarterly data on ASC quality, market focus, and new agent metrics for goal achievement.
• Review primary agents’ coverage and rates to identify uncovered and high-cost areas requiring improvement.
• Maintain a goal of 5% or fewer outstanding Proof of Delivery (POD) scans via the Agent POD Scanned QMS Report.

Requirements

• High School Diploma (Required).
• 1+ years of customer service experience (Required).
• 1+ years of freight forwarding industry experience (Preferred).
• 1+ years of trucking or cartage-related work experience (Preferred).

Skills

• Strong verbal and written communication skills (Medium proficiency).
• Proficient in Microsoft Office suite (Medium proficiency).
• Excellent customer service and interpersonal skills (Medium proficiency).
• Strong work ethic and professional demeanor (High proficiency).
• Ability to work as a team member (High proficiency).
• Ability to work in a fast-paced, high-volume environment (High proficiency).
• Strong organizational skills and attention to detail (High proficiency).

Other desirable skills:

• Customer Focus: Proactively addresses customer concerns and assists business partners to achieve work goals.
• Oral & Written Communication: Shapes and expresses ideas professionally with appropriate grammar and style.
• Teamwork: Works productively in a group, supports others’ ideas, and shares expertise.
• Problem Solving: Identifies issues, weighs consequences, and adjusts approaches to achieve results.
• Attention to Detail: Ensures accuracy, monitors quality, and organizes information clearly.

Pay

The wage range for this position is $20.80–$29.40 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, 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 time off: 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. 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, including aerospace, automotive, consumer retail, energy, food, government, high-tech, industrial, life sciences, and marine, with more than 150 locations across Asia, Europe, and North America.