Customer Service Representative I
AIT Worldwide Logistics
Itasca, IL0–3 yrs59m agovia LinkedIn
About the Role
The Customer Service Representative I serves as the first point of contact for customers seeking assistance with timely delivery. This role focuses on establishing new relationships, managing existing customer accounts, and translating customer needs into results-oriented solutions.
Key Responsibilities
- Answer incoming calls and make outbound calls, ensuring outstanding customer service with urgency and professionalism.
- Trace loads and provide customers with necessary shipment updates using TMS.
- Set up routes, transit times, and appointment scheduling for AIT's services.
- Review and proactively respond to customer emails within the assigned team inbox.
- Promote additional services, such as Proof of Delivery (POD's), to contribute to overall profit.
- Act as a liaison between sales/account management teams and customers to enhance the service experience.
- Update sales/account management teams with problems requiring escalation.
- Review processes and take immediate action to correct or solve issues.
- Act as a resource to new and existing customer accounts to assure 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.
Requirements & Tech Stack
- Microsoft Office Suite (Medium proficiency)
- Transportation Management System (TMS) (Low proficiency)
- AS400 (Low proficiency)
Qualifications
- High School or GED equivalent.
- 0-3 years of experience in customer service or related roles.
- Preferred: 0-3 years of experience working in Freight forwarding, logistics, 3PL, Transportation Brokerage, or Trucking company.
- Ability to troubleshoot.
Other Skills We Hope to See
- A team player who works well with others.
- A strong work ethic with an appreciation for ownership, independence, accountability, and autonomy.
- Growth mindset – passionate about your craft, always looking for ways to improve yourself and the company, and open to change.
- Customer service focus – building relationships is a part of our culture.