Logistics Customer Support Specialist II

Ait-Worldwide-Logistics; Palatine (IL); Hybrid; USD 25,000 - 36,000; Full time

Benefits offered by this job

Medical Benefits

401(k)

Tuition Reimbursement

Job summary

AIT Worldwide Logistics is seeking a Customer Service Representative II in Palatine, IL to support customer requests and resolve delivery issues. You will build relationships, manage accounts, and translate client needs into effective solutions while coordinating with multiple departments.

The role emphasizes proactive communication, KPI achievement, and opportunities to upsell services. Strong TMS and AS/400 familiarity, plus freight/logistics experience, are valued for success.

Qualifications

• High school or GED equivalent is required.
• 3-5 years of experience in customer service or related roles is required.
• 3-5 years experience in Freight Forwarding, logistics, 3PL, Transportation Brokerage or trucking company is preferred.

Responsibilities

• Follow established procedures on setting up routes and transit times / appointment scheduling for AIT's services.
• Answer incoming calls and make outbound calls ensuring outstanding customer service.
• Work within Transportation Management Software (TMS) to trace loads and provide customers with shipment updates.
• Review and respond to customer emails within the team inbox.
• Proactively meet or exceed Customer KPIs and milestones within a timely manner.
• Promote additional services, such as Proof of Delivery, to contribute to overall profit.
• Serve as a liaison between sales/account management and customers to enhance service experience.
• Escalate highly unusual situations to sales/account management for review.
• Review processes and take action to correct or solve semi-routine issues.
• Act as resource to new and existing customer accounts to assure accurate and timely delivery.
• Provide feedback on enhancing procedures to increase efficiency and reduce errors.
• Develop and maintain relationships with AIT’s customers and vendors.
• Train and gain knowledge of lane history and customer pricing.

Skills

AS400 (Low proficiency)

Transportation Management Software (T

Education

High School or GED equivalent

Tools

Microsoft Office Suite (Medium proficiency)

Job description

AIT Worldwide Logistics is seeking a Customer Service Representative II in Palatine, IL to support customer requests and resolve delivery issues. You will build relationships, manage accounts, and translate client needs into effective solutions while coordinating with multiple departments.

The role emphasizes proactive communication, KPI achievement, and opportunities to upsell services. Strong TMS and AS/400 familiarity, plus freight/logistics experience, are valued for success.