Customer Service Representative I
AIT Worldwide Logistics
Itasca, IL0–3 yrs47m 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 involves establishing new relationships, managing existing accounts, and identifying customer needs to provide solutions.
Key Responsibilities
- Answer incoming calls and make outbound calls, ensuring outstanding customer service with urgency and professionalism.
- Trace loads within TMS and provide customers with shipment updates.
- 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 and customers to enhance the service experience.
- Update sales/account management with any problems requiring escalation.
- Review processes and take immediate action to correct or solve issues.
- Serve as a resource to new and existing customer accounts to ensure accurate and timely delivery.
- Provide feedback for 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
Education
- High School or GED equivalent
Experience
- 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 & Abilities
- 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 improving oneself and the company.
- Customer service focus, with the ability to build relationships.