Customer Service Representative I

About AIT Worldwide Logistics

AIT Worldwide Logistics is a global freight forwarder that helps companies grow by expanding access to markets all over the world. The company relies on a consultative approach to build a global network and trusted partnerships in nearly every industry. Backed by scalable, user-friendly technology, AIT’s flexible business model customizes door-to-door deliveries via sea, air, ground and rail—on 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.

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's accounts, and assessing customer's needs translating 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 team and customers to enhance service experience.
• Update sales and/or account management team with any problems that require escalation.
• Review the process and take immediate action to correct or solve issues that may occur.
• Act as resource to new and existing customer accounts to assure accurate and timely delivery.
• Provide feedback on enhancing current procedures that will 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).
• A team player who works well with others.
• 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 – building relationships is a part of our culture.

The 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.