Customer Service Representative II
AIT Worldwide Logistics, Inc., Coppell, Texas, United States, 75019
Customer Service Representative II
The Customer Service Representative II will act as a resource to AIT's customers' requests and resolve delivery issues by answering customer's questions and work on resolving them in coordination with other departments. This role will focus on establishing new relationships, managing and maintaining existing customer's accounts and assessing customer's needs translating into results oriented solutions. Responsibilities include: Following established procedures on setting up routes and transit times / appointment scheduling for AIT's services Answering incoming calls and making outbound calls ensuring outstanding customer service. Completing requests with a sense of urgency and professionalism Working within Transportation Management Software (TMS) to trace loads and provide customers with necessary shipment updates Reviewing and proactively responding to customer emails within the assigned team inbox Proactively meeting or exceeding Customer KPI's and milestones within a timely manner Promoting additional services, such as Proof of Delivery (POD's), to contribute to overall profit Serving as a liaison between sales and/or account management team and customers to enhance service experience Escalating highly unusual situations to sales and/or account management team to review and reconcile Reviewing the process and taking immediate action to correct or solve semi-routine issues that may occur Acting as a resource to new and existing customer accounts to assure accurate and timely delivery Providing feedback on enhancing current procedures that will increase efficiency, reduce errors, and better serve our customers Developing and maintaining relationships with AIT's customers and vendors Training and gaining general knowledge of lane history and customer pricing Qualifications include: Education Qualifications High School or GED equivalent Required Experience Qualifications 3-5 years experience in customer service or related roles Required 3-5 years experience working in Freight Forwarding, logistics, 3PL, Transportation Brokerage or Trucking company Preferred Skills and Abilities AS400 (Low proficiency) Transportation Management Software (TMS) (Medium proficiency) Microsoft Office Suite (Medium proficiency) Other skills we hope to see: A team player who works well with others
being respectful to our teammates is a Core Value! A strong work ethic with an appreciation for ownership, independence, accountability, and autonomy in your role. Growth mindset
being passionate about your craft, always looking for ways to improve yourself and the company, being open to change and doing things differently. Customer service focus
we serve a wide variety of customers, both internal and external, and building relationships is a part of our culture! What AIT Can Offer You
In addition to your base compensation, you may be eligible for a bonus based on achievement of business and/or individual performance metrics (dependent on position). Benefits offered include Medical, Prescription, Health Savings Account, Flexible Spending Accounts, Dental, Vision, Life, AD&D, Disability, Supplemental Health, Employee Support, Paid Parental Leave, Pet Insurance, 401(k) and Tuition Reimbursement. In addition, teammates may be eligible for up to 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. About AIT Worldwide
AIT Worldwide Logistics is a global freight forwarder that helps companies grow by expanding access to markets all over the world where they can sell and/or procure their raw materials, components, and finished goods. For more than 40 years, the Chicago-based supply chain solutions leader has relied on a consultative approach to build a global network and trusted partnerships in nearly every industry, including aerospace, automotive, consumer retail, energy, food, government, high-tech, industrial, life sciences, and marine. Backed by scalable, user-friendly technology, AIT's flexible business model customizes door-to-door deliveries via sea, air, ground, and railon time and on budget. With expert teammates staffing more than 150 worldwide locations in Asia, Europe, and North America, AIT's full-service options also include customs clearance, warehouse management, and white glove services. AIT Worldwide Logistics is an Equal Opportunity Employer
M/F/Veterans/Disabled. If you are unable to apply online due to a disability, contact Human Resources at 630-766-8300 ext 5218.
The Customer Service Representative II will act as a resource to AIT's customers' requests and resolve delivery issues by answering customer's questions and work on resolving them in coordination with other departments. This role will focus on establishing new relationships, managing and maintaining existing customer's accounts and assessing customer's needs translating into results oriented solutions. Responsibilities include: Following established procedures on setting up routes and transit times / appointment scheduling for AIT's services Answering incoming calls and making outbound calls ensuring outstanding customer service. Completing requests with a sense of urgency and professionalism Working within Transportation Management Software (TMS) to trace loads and provide customers with necessary shipment updates Reviewing and proactively responding to customer emails within the assigned team inbox Proactively meeting or exceeding Customer KPI's and milestones within a timely manner Promoting additional services, such as Proof of Delivery (POD's), to contribute to overall profit Serving as a liaison between sales and/or account management team and customers to enhance service experience Escalating highly unusual situations to sales and/or account management team to review and reconcile Reviewing the process and taking immediate action to correct or solve semi-routine issues that may occur Acting as a resource to new and existing customer accounts to assure accurate and timely delivery Providing feedback on enhancing current procedures that will increase efficiency, reduce errors, and better serve our customers Developing and maintaining relationships with AIT's customers and vendors Training and gaining general knowledge of lane history and customer pricing Qualifications include: Education Qualifications High School or GED equivalent Required Experience Qualifications 3-5 years experience in customer service or related roles Required 3-5 years experience working in Freight Forwarding, logistics, 3PL, Transportation Brokerage or Trucking company Preferred Skills and Abilities AS400 (Low proficiency) Transportation Management Software (TMS) (Medium proficiency) Microsoft Office Suite (Medium proficiency) Other skills we hope to see: A team player who works well with others
being respectful to our teammates is a Core Value! A strong work ethic with an appreciation for ownership, independence, accountability, and autonomy in your role. Growth mindset
being passionate about your craft, always looking for ways to improve yourself and the company, being open to change and doing things differently. Customer service focus
we serve a wide variety of customers, both internal and external, and building relationships is a part of our culture! What AIT Can Offer You
In addition to your base compensation, you may be eligible for a bonus based on achievement of business and/or individual performance metrics (dependent on position). Benefits offered include Medical, Prescription, Health Savings Account, Flexible Spending Accounts, Dental, Vision, Life, AD&D, Disability, Supplemental Health, Employee Support, Paid Parental Leave, Pet Insurance, 401(k) and Tuition Reimbursement. In addition, teammates may be eligible for up to 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. About AIT Worldwide
AIT Worldwide Logistics is a global freight forwarder that helps companies grow by expanding access to markets all over the world where they can sell and/or procure their raw materials, components, and finished goods. For more than 40 years, the Chicago-based supply chain solutions leader has relied on a consultative approach to build a global network and trusted partnerships in nearly every industry, including aerospace, automotive, consumer retail, energy, food, government, high-tech, industrial, life sciences, and marine. Backed by scalable, user-friendly technology, AIT's flexible business model customizes door-to-door deliveries via sea, air, ground, and railon time and on budget. With expert teammates staffing more than 150 worldwide locations in Asia, Europe, and North America, AIT's full-service options also include customs clearance, warehouse management, and white glove services. AIT Worldwide Logistics is an Equal Opportunity Employer
M/F/Veterans/Disabled. If you are unable to apply online due to a disability, contact Human Resources at 630-766-8300 ext 5218.