Customer Service Lead

AIT Worldwide Logistics; Street; On-site; Full time

Job description

Introduction

Join us at AIT, where we believe every day presents an opportunity to make a global impact! We’re problem solvers, driven by our curiosity and creativity, in endless pursuit of solutions for our customers. Together, we champion the strength of our global teams. And, as trusted advisors, we go above and beyond, working together in a supportive and collaborative environment to ensure customer satisfaction. Through the company's continued growth, we challenge ourselves to be better, continuously learning and growing in our dynamic environment. Helping others is at the core of our culture, join us in finding fulfillment by giving back to our local communities as the united team that is AIT. Find out what our people deliver means when you come move the world with us! Hear directly from our teammates at AIT Worldwide Logistics and make us the next stop on your career journey.

Overview

The Customer Service Lead is responsible for performing and guiding on the tracking process and procedures including emailing customers, calling drivers, tracking shipments, building loads and being a point of escalation, as needed. This role will additionally provide guidance and training for new employees and temps. Lastly, the Customer Service Lead will identify any issues in transit and will provide the customer with the necessary updates and solutions.

Responsibilities

• Actively perform & lead team on day-to-day tracking, load building, spot quoting, calling drivers, sending emails & customer updates, reports and working through escalations / involving management on additional challenges, as needed
• Provide guidance and feedback as the point of escalation to employees and temps regarding tracking responsibilities and training
• Communicate with Account Managers, Sales Reps, Brokerage Ops Reps and Carrier Sales team regarding trends, tracking, breakdowns, delays and freight security
• Collectively work with the team on tracking procedures, successes and shortcomings. Assist the tracking team to help execute on customer requirements and adjust SOP's / training as needed
• Performs other duties as assigned
• Complies with all policies and standards
• The wage range for this position is $26.66-$41.41 and may vary based on geography as well as relative knowledge, skills, abilities, and experience

Qualifications

Education

• High School Diploma or GED equivalent (Required)

Experience

• 2+ years experience in customer service and/or track/trace (Required)
• 3+ years experience in Freight forwarding, logistics, 3PL, Transportation Brokerage, or trucking company (Preferred)

Knowledge, Skills, and Abilities

• AS400 Low
• Microsoft Office Suite Medium
• Transportation Management System (TMS) Medium

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 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.

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.