Global Customer Experience Manager II

Ait-Worldwide-Logistics; Amsterdam; On-site; EUR 90,000 - 130,000; Full time

Benefits offered by this job

27.5 holiday days per year?

Pension plan

Online learning library

Employee support programs

Volunteer hours

Discounts through Deel

Job summary

AIT Worldwide Logistics in Amsterdam seeks a Global Customer Experience Manager II to lead complex global key accounts, aligning requirements with performance, governance, and strategic direction.

You will collaborate with Operations, Sales, and Analytics, develop SOPs, analyze KPI trends, and deliver MBRS/QBRs using Power BI; manage budgets, pricing, and cross-functional escalations in a fast-paced global setting.

Qualifications

• 5–7 years in freight forwarding, account management or supply chain with 3–5 years customer-facing role.
• Advanced understanding of air/ocean imports/exports and global operations.
• Strong data extraction and presentation in MS Office and BI tools.

Responsibilities

• Provide leadership for complex global key accounts and serve as the senior escalation point.
• Develop and maintain customer SOPs with Operations, Sales and Analytics teams.
• Analyze KPIs, risks and opportunities and prepare tailored reports for stakeholders.
• Lead MBRS/QBRs using Power BI dashboards and cross-functional collaboration.
• Oversee budgets, pricing requests, and A/R considerations with Pricing & Procurement.
• Coordinate between customers, Operations, and EDI/IT for system integrations and compliance.
• Collaborate to manage escalations and drive corrective actions while ensuring continuity.
• Create and manage custom CargoWise reports and automate data retrieval where possible.
• Execute Dangerous Goods shipments in compliance with regulations as applicable.

Skills

Freight forwarding

Account management

Customer-facing

Supply chain

Analytical skills

Data presentation

EDI standards

Power BI

Excel

CargoWise

MS Office

AS/400

Six Sigma

Education

Six Sigma Green Belt

CargoWise & AS/400 certification

Tools

Power BI

CargoWise

AS/400

MS Office

Excel

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.