Customer Service Representative III

• 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
• Responsible for taking immediate action to correct or solve escalated issues that may occur
• Gain exposure to aging reports and AR
• Answer incoming calls and make outbound calls ensuring outstanding customer service. Complete requests with 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 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
• Maintain strong relationships with AIT's customers and vendors
• Promote additional services, such as Proof of Delivery (POD's), to contribute to overall profit
• The wage range for this position is $25.00-$34.40 and may vary based on geography as well as relative knowledge, skills, abilities, and experience

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)

• 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!