Customer Service Representative I

Ait Worldwide Logistics - Chandler, AZ

Full-time - Entry Level

Chandler, AZ

101-250 employees

Support Activities for Transportation

About the position

The Customer Service Representative I at AIT Worldwide Logistics is responsible for being the first point of contact for customers seeking assistance with timely deliveries. This role emphasizes establishing and maintaining customer relationships, managing accounts, and providing solutions to meet customer needs. The representative will work in a collaborative environment to ensure customer satisfaction and contribute to the company's growth.

Responsibilities

• Answer incoming calls and make outbound calls ensuring outstanding customer service.
• Complete requests with a sense of urgency and professionalism.
• Work within TMS to trace loads and provide customers with necessary shipment updates.
• Set up routes and transit times / appointment scheduling for AIT's services.
• Assist in reviewing and proactively responding to customer emails within the assigned team inbox.
• Promote additional services, such as Proof of Delivery (POD's), to contribute to overall profit.
• Serve as a liaison between sales and/or account management team and customers to enhance service experience.
• Update sales and/or account management team with any problems that require escalation.
• Review the process and take immediate action to correct or solve issues that may occur.
• Act as a resource to new and existing customer accounts to assure accurate and timely delivery.
• Provide feedback on enhancing current procedures that will increase efficiency, reduce errors, and better serve our customers.
• Develop and maintain relationships with AIT's customers and vendors.

Requirements

• High School diploma or GED equivalent.
• 0-3 years experience in customer service or related roles.
• 0-3 years experience working in Freight forwarding, logistics, 3PL, Transportation Brokerage, or Trucking company.

Nice-to-haves

• Medium proficiency in Microsoft Office Suite.
• Low proficiency in Transportation Management System (TMS).
• Low proficiency in AS400.
• A team player who works well with others.
• A strong work ethic with an appreciation for ownership, independence, accountability, and autonomy in your role.
• Growth mindset with a passion for improvement and openness to change.
• Customer service focus with an emphasis on building relationships.

Benefits

• Medical insurance
• Prescription coverage
• Health Savings Account
• Flexible Spending Accounts
• Dental insurance
• Vision insurance
• Life insurance
• AD&D insurance
• Disability insurance
• Supplemental Health insurance
• Employee Support program
• Paid Parental Leave
• Pet Insurance
• 401(k)
• Tuition Reimbursement
• Vacation days (10-20 depending on tenure)
• 2 personal days
• 5 sick days
• 5 volunteer hours
• 6 company holidays (plus Veterans Day for Veterans)