Global Customer Experience Manager II

AIT Worldwide Logistics, Inc.; Amsterdam; On-site; EUR 90,000 - 130,000; Full time

Job summary

AIT Worldwide Logistics, Inc. is seeking a Global Customer Experience Manager II to lead complex global accounts and drive supply chain excellence. You will partner with Operations, Sales, and Analytics to ensure seamless execution, cost optimization, and long-term partnerships.

You will develop SOPs, analyze KPIs, and present Monthly/Quarterly Business Reviews using Power BI, while coordinating with IT/EDI and pricing teams to align proposals with capability and strategy.

Qualifications

• 5-7 years in freight forwarding operations, account management, or supply chain preferred.
• Advanced understanding of air and ocean, imports and exports is required.
• Intermediate Excel and proficiency with Power BI and MS Office software.
• Ability to present data clearly to internal and external clients.
• Global role requires flexibility for international time zones.

Responsibilities

• Lead for complex global key accounts, aligning customer requirements with governance and strategy.
• Develop customer-specific SOPs with Operations, Sales, and Analytics teams.
• Analyze KPIs and risks, create customized metrics, and report to stakeholders.
• Prepare Monthly and Quarterly Business Reviews with actionable insights.
• Manage account budgets, pricing requests, and bid activity with cross-functional teams.
• Coordinate with EDI/IT to support system integrations and data validation.
• Collaborate cross-functionally to resolve issues and sustain service levels.
• Create and manage custom CargoWise reports to streamline data retrieval.
• Execute all Dangerous Goods shipments in compliance with regulations.

Skills

Air & ocean freight knowledge

Analytical & communication skills

Excel & Power BI proficiency

EDI standards knowledge

Education

CargoWise & AS/400 certification or working knowledge

Six Sigma or Green Belt certification

Tools

CargoWise

Power BI

AS/400

Job description

Introduction

Move the world with us! AIT is a global freight forwarding and logistics company headquartered in Chicago. Are you looking for an exciting and varied job? Then you are exactly right for us! Become part of the international supply chain and move the world with us! Does that sound interesting? Then make AIT Worldwide Logistics the next stop on your career ladder!

Overview

The Global Customer Experience Manager II is responsible for managing and growing strategic global customer accounts by delivering supply chain excellence, operational performance, and continuous improvement. This role serves as the primary liaison between the customer and internal cross-functional teams to ensure seamless execution, service reliability, cost optimization, and long-term partnership success. The GCSM II drives strategic alignment, resolves complex supply chain challenges, and ensures customer satisfaction across global operations.

Responsibilities

• Provide overarching leadership for complex global key accounts, serving as the primary organizational owner responsible for aligning customer requirements with performance, governance, and strategic direction. Act as a trusted customer adviser and senior escalation point
• Develop and maintain customer-specific SOPs, collaborating with Operations, Sales, and Analytics teams to ensure consistent execution, process alignment, and a cohesive end-to-end customer experience
• Analyze account-level KPIs, trends, risks, and opportunities while overseeing the creation of customized metrics, forecasting, and reporting for both internal stakeholders and external customer presentation
• Prepare and deliver Monthly and Quarterly Business Reviews (MBRs/QBRs), leveraging Power BI dashboards and partnering with Sales Support to tailor insights, performance narratives, and continuous-improvement recommendations
• Oversee account budgets, pricing requests, bid activity, and A/R-related considerations in partnership with Pricing and Procurement to ensure proposals align with operational capabilities and long-term account goals
• Serve as a liaison between customers, Operations, and EDI/IT teams to support system integrations, validate technical requirements, troubleshoot data-exchange issues, and ensure ongoing compliance with customer visibility expectations
• Collaborate cross-functionally to manage escalations, resolve service issues, and drive sustainable corrective actions while maintaining operational continuity and a strong customer experience
• Create and manage custom reports in CargoWise, leveraging system tools and available automation features to streamline data retrieval, reduce manual effort, and support consistent, scalable reporting processe
• Execute all Dangerous Goods shipments in compliance with all applicable laws and regulations (as applicable)

Qualifications

• 5-7 years relevant experience in freight forwarding operations, account management or in supply chain industry preferred; with 3-5 years in direct customer-facing role (account management)
• Advanced understanding of air and ocean, imports and exports needed (extensive work experience in one or more required)
• Intermediate Excel skills are a must - data extraction & analyzing are a key part of daily tasks, proficient in MS Word, PowerBI and other MS Office software
• Ability to source, format, and communicate/present data to internal and external clients. May be required to present in a conference room or virtual setting
• This role supports a global customer base and internal teams across multiple regions. As a result, occasional work outside standard business hours may be required to support international time zones or time sensitive operational needs
• Possess strong analytical abilities, exceptional communication skills, and the ability to think strategically and analytically about business and product challenges
• Working knowledge of EDI standards and protocols
• Certifications Preferred: CargoWise & AS/400 certification and/or working knowledge; Six Sigma or Green Belt

What AIT Can Offer You

We believe in rewarding your talent and supporting your growth. In addition to a competitive salary and comprehensive benefits package, you’ll enjoy:

• 27.5 holiday days per year to relax and recharge
• A solid pension plan to secure your future
• Access to an online learning library and regular training opportunities to support your professional growth
• Employee support programs focused on your well-being
• Five paid volunteer hours per year, giving you time to make a difference
• Exclusive employee discounts through Deel, adding extra perks to your everyday life.

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.