Customer Service Representative I

About the Role

The Customer Service Representative I must have the ability to troubleshoot and become the first point of contact for AIT's customers seeking help with timely delivery. This role will focus on establishing new relationships, managing and maintaining existing customer accounts, and assessing customer needs to translate into results-oriented solutions.

Key Responsibilities

• Answer incoming calls and make outbound calls ensuring outstanding customer service. Complete requests with a sense of urgency and professionalism.
• Work within TMS to trace loads and provide customers with necessary shipment updates.
• Set up routes and transit times / appointment scheduling for AIT's services.
• Assist in reviewing and proactively responding to customer emails within the assigned team inbox.
• Promote additional services, such as Proof of Delivery (POD's), to contribute to overall profit.
• Serve as a liaison between sales and/or account management teams and customers to enhance the service experience.
• Update sales and/or account management teams with any problems that require escalation.
• Review processes and take immediate action to correct or solve issues that may occur.
• 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.
• 0-3 years of experience working in Freight forwarding, logistics, 3PL, Transportation Brokerage, or Trucking company (Preferred).

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, open to change.
• Customer service focus – building relationships is key.

Wage range for this position is $17.70-$25.00 and may vary based on geography as well as relative knowledge, skills, abilities, and experience.