Customer Service Representative III

AIT Worldwide Logistics; Humble (TX); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k)

Paid Parental Leave

Tuition Reimbursement

Vacation and personal days

Job summary

AIT Worldwide Logistics is actively seeking a Customer Service Representative III who will serve as a key resource in resolving delivery issues and answering customer inquiries. This role emphasizes building and maintaining customer relationships while efficiently handling various logistical tasks.

The ideal candidate will have 3-5 years of experience in customer service, preferably within freight forwarding or logistics. Comprehensive benefits including health insurance and paid time off are offered.

Qualifications

• 3-5 years experience in customer service or related roles required.
• 3-5 years experience in freight forwarding or logistics preferred.

Responsibilities

• Proactively meet or exceed Customer KPI's and milestones.
• Mentor and train new hires on general processes.
• Monitor and service capacity available on the load board.
• Train on lane history and customer pricing.
• Follow procedures for routes and appointment scheduling.
• Correct escalated issues immediately.
• Answer incoming calls and make outbound calls.
• Work within TMS to trace loads and provide updates.
• Respond to customer emails within the team inbox.
• Act as a resource for customer accounts.
• Enhance current procedures to increase efficiency.
• Maintain strong relationships with customers and vendors.
• Promote additional services to contribute to profit.

Skills

Customer service focus

Team player

Growth mindset

Microsoft Office Suite

Transportation Management Software (TMS)

AS400

Education

High School or GED equivalent

Tools

Transportation Management Software (TMS)

AS400

Job description

Overview

The Customer Service Representative III will act as a resource for AIT’s customers, resolving delivery issues, answering questions, and coordinating with various departments. The role focuses on establishing new relationships, managing and maintaining existing customer accounts, and translating customer needs into results‑oriented solutions.

Responsibilities

• Proactively meet or exceed Customer KPI's and milestones within a timely manner.
• Mentor and train new hires on general processes and procedures.
• Monitor and service capacity available on the load board.
• Train and gain general knowledge of lane history and customer pricing.
• Follow established procedures on setting up routes and transit times / appointment scheduling for AIT’s services.
• Take immediate action to correct or solve escalated issues that may arise.
• Gain exposure to aging reports and AR.
• Answer incoming calls and make outbound calls ensuring outstanding customer service and a sense of urgency and professionalism.
• Work within Transportation Management Software (TMS) to trace loads and provide customers with necessary shipment updates.
• Review and proactively respond to customer emails within the assigned team inbox.
• Act as a resource for new and existing customer accounts to assure accurate and timely delivery.
• Provide feedback on enhancing current procedures to increase efficiency, reduce errors, and better serve customers.
• Maintain strong relationships with AIT’s customers and vendors.
• Promote additional services, such as Proof of Delivery (POD's), to contribute to overall profit.

Education Qualifications

• High School or GED equivalent Required.

Experience Qualifications

• 3‑5 years experience in customer service or related roles Required.
• 3‑5 years experience working in Freight Forwarding, logistics, 3PL, Transportation Brokerage or Trucking company Preferred.

Skills and Abilities

• AS400 (Low proficiency).
• Transportation Management Software (TMS) (Medium proficiency).
• Microsoft Office Suite (Medium proficiency).

Other Skills We Hope to See

• A team player who works well with others – being respectful to 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 part of our culture.

Benefits

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.

Equal Opportunity Employer

AIT Worldwide Logistics is an Equal Opportunity Employer – M/F/Veterans/Disabled. If you are unable to apply online due to disability, contact Human Resources at 630-766-8300 ext 5218.