Customer Experience Supervisor (Call Center Operations)

AIT Worldwide Logistics, Inc.; Palatine (IL); On-site; USD 58,000 - 87,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision

Life Insurance

401(k)

Tuition Reimbursement

Paid Parental Leave

Vacation days

Volunteer days

Job summary

AIT Worldwide Logistics is seeking a Customer Experience Supervisor in Palatine, IL to lead hourly staff, manage daily tasks, and drive service levels for Freshdesk tickets and productivity. You will shape staff direction, assist in hiring, and ensure performance aligns with customer expectations and company goals.

The role requires prior freight forwarding and supervisory experience, strong communication, and the ability to work varied hours including evenings.

Qualifications

• Bachelor’s Degree (preferred) or equivalent experience.
• Minimum of 4 years freight forwarding experience.
• In depth knowledge of Domestic Operations.
• 1-3 years of progressively responsible supervisory experience and/or team lead experience.
• Strong sense of urgency and attention to detail and organizational skills.
• High initiative, self-motivation with a strong, interactive team player.
• Excellent time management skills, ability to manage multiple priorities.
• Ability to multi-task in a high volume and fast-paced work environment.
• Ability to manage and lead people
• Ability to manage and grow business
• Working understanding of all modes of domestic transportation
• Strong interpersonal and customer service skills
• Ability to work flexible hours based on business needs inclusive of afternoon and evening hours.
• Have the desire to jump into situations and take ownership until resolved.
• Ability to possibly travel as needed (less than 10%)

Responsibilities

• Direct the necessary daily activity to ensure a safe, secure, clean, and work environment for all employees.
• Assist in quoting, routing cargo, supporting the RDS operation.
• Plan, manage, and adjust the daily workload and staffing to minimize unplanned overtime.
• Ensure company policies are communicated, applied, and enforced.
• Maximize quality and productivity by understanding job standards and evaluating RDS results.
• Develop and understand the AS400 domestic system for domestic shipments from creation to posting revenue and expenses.
• Review and foster changes to current systems and processes with a focus on efficiency.
• Account management of clients within the furniture vertical.
• Other duties as assigned.
• The wage range for this position is $58,260.00-$87,380.00 and may vary based on geography as well as relative knowledge, skills, abilities, and experience.

Skills

Team player

Strong work ethic

Growth mindset

Customer service focus

Time management

Multitasking

Leadership

Supervisory experience

Freight forwarding knowledge

Domestic operations knowledge

Education

Bachelor’s Degree or equivalent

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 Experience Supervisor is responsible for providing operational leadership to individual contributors and hourly RDS staff to ensure the execution of daily tasks and activities operating with responsibility of Freshdesk tickets, efficiencies, and productivity of employees in RDS and Lean Staffing. Supervises most processes directly related to these areas in a manner consistent with company services and cost objectives. Responsible for making corrective action and disciplinary decisions. Involved in hiring process, customer service, and customer meetings as necessary. Responsible for the service level, performance, and integrity to exceed customer expectations. Providing clear direction to staff in support of RDS and corporate goals and objectives. Assisting in training and guidance as needed to employees.

Responsibilities

• Co-worker Development and cohesiveness within the department. Specifically: Direct the necessary daily activity to ensure a safe, secure, clean, and work environment for all employees.
• Assist in quoting, routing cargo, supporting the RDS operation. Keen sense of offering support to the team where needed.
• Organize and lead the focus on improved productivity levels. Workflow prioritization and daily scheduling. Specifically: Plan, manage, and adjust the daily workload and staffing to minimize the unplanned overtime.
• Ensure company policies are communicated, applied, and enforced.
• Maximizes quality and productivity by understanding job standards for each function and evaluating RDS results in order to identify root cause and corrective action. Offer constructive input to internal staff to continually move the process in a positive direction.
• Develop and understand the AS400 domestic system in order to systematically operate every stage of a domestic shipment from creation to posting revenue and expenses for transactions within RDS. This understanding will allow for feedback to the station team on minimizing expenses and improved profitability.
• Review and foster changes to current systems and processes with a focus on efficiency.
• Account management of clients within the furniture vertical.
• Other duties as assigned.
• The wage range for this position is $58,260.00-$87,380.00 and may vary based on geography as well as relative knowledge, skills, abilities, and experience.

Qualifications

• A team player who works well with others – being respectful to our teammates is a Core Value
• 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 – we serve a wide variety of customers, both internal and external, and building relationships is a part of our culture

Other Skills We Hope to See:

• Bachelor’s Degree (preferred) or equivalent experience.
• Minimum of 4 years freight forwarding experience.
• In depth knowledge of Domestic Operations.
• 1-3 years of progressively responsible supervisory experience and/or team lead experience.
• Strong sense of urgency and attention to detail and organizational skills.
• High initiative, self-motivation with a strong, interactive team player.
• Excellent time management skills, ability to manage multiple priorities.
• Ability to multi-task in a high volume and fast-paced work environment.
• Ability to manage and lead people
• Ability to manage and grow business
• Working understanding of all modes of domestic transportation
• Strong interpersonal and customer service skills
• Ability to work flexible hours based on business needs inclusive of afternoon and evening hours.
• Have the desire to jump into situations and take ownership until resolved.
• Ability to possibly travel as needed (less than 10%)

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.