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Customer Service Team Leader

2 months ago

Palatine, Illinois, United States AIT Worldwide Logistics Full time

Customer Service Team Leader

Job Overview

Join us in shaping the future

Every day presents an opportunity to be part of a transformative journey. A journey to create meaningful change. A journey to strive for excellence. A journey to empower individuals. A journey to uphold integrity.

Consider AIT Worldwide Logistics as the next step in your professional path.

Discover what our team members have to say about their experiences at AIT Worldwide Logistics.



Position Summary

The Customer Service Team Leader plays a pivotal role in delivering operational guidance to team members and hourly staff, ensuring the effective execution of daily responsibilities. This position oversees the management of service requests, operational efficiencies, and employee productivity within the team. The leader is responsible for supervising processes that align with the company's service standards and financial objectives. This role includes making necessary corrective actions and disciplinary decisions, participating in recruitment, and engaging in customer interactions as required. The Team Leader is accountable for maintaining service levels, performance metrics, and the overall integrity of operations to surpass client expectations. Clear communication and direction are provided to staff in alignment with corporate goals and objectives, along with training and support as needed.



Key Responsibilities

  • Foster team development and collaboration within the department, ensuring a safe, secure, and organized work environment for all personnel.
  • Assist in pricing, routing shipments, and supporting operational activities, demonstrating a proactive approach to team support.
  • Lead initiatives aimed at enhancing productivity levels, including workflow prioritization and daily scheduling. This involves planning, managing, and adjusting workloads to minimize unplanned overtime.
  • Ensure that company policies are effectively communicated, implemented, and enforced.
  • Enhance quality and productivity by understanding job standards for each function and evaluating operational results to identify root causes and implement corrective actions. Provide constructive feedback to internal teams to drive continuous improvement.
  • Develop proficiency in the domestic operations system to effectively manage every stage of a shipment from initiation to revenue and expense posting. This knowledge will facilitate feedback to the team on cost reduction and profitability enhancement.
  • Review and advocate for improvements to existing systems and processes with a focus on operational efficiency.
  • Manage client relationships within the furniture sector.
  • Perform additional duties as assigned.


Qualifications

  • A collaborative team player who values respect and cooperation among colleagues.
  • A strong work ethic with a commitment to ownership, independence, accountability, and autonomy in your role.
  • A growth-oriented mindset, passionate about professional development, and open to change and innovation.
  • A customer-centric approach, recognizing the importance of building relationships with a diverse range of clients.

Preferred Skills:

  • Bachelor's Degree or equivalent experience.
  • A minimum of 4 years in freight forwarding.
  • Comprehensive knowledge of domestic operations.
  • 1-3 years of supervisory or team leadership experience.
  • Strong attention to detail, organizational skills, and a sense of urgency.
  • Self-motivated with a collaborative spirit.
  • Excellent time management skills, capable of handling multiple priorities.
  • Able to thrive in a fast-paced, high-volume work environment.
  • Proficient in managing and leading teams.
  • Experience in business development.
  • Understanding of various modes of domestic transportation.
  • Strong interpersonal and customer service abilities.
  • Willingness to work flexible hours based on operational needs.
  • A proactive approach to problem-solving.
  • Willingness to travel as necessary (less than 10%).


What AIT Offers

In addition to competitive compensation, you may qualify for performance-based bonuses. Benefits include medical, dental, vision, life insurance, disability coverage, and a 401(k) plan. Additional offerings encompass paid parental leave, pet insurance, and tuition reimbursement for personal development. Employees may also receive vacation days, personal days, sick leave, volunteer hours, and company holidays annually.



About AIT Worldwide Logistics

About AIT Worldwide Logistics:

AIT Worldwide Logistics is a leading global freight forwarder dedicated to helping clients expand their market reach. With over 40 years of experience, we utilize a consultative approach to build a robust global network and foster trusted partnerships across various industries, including aerospace, automotive, consumer retail, and healthcare. Supported by scalable technology, AIT offers customized logistics solutions, ensuring timely and budget-friendly deliveries via multiple transportation modes. Our expert team operates from over 100 locations worldwide, providing comprehensive services, including customs clearance and warehouse management.

AIT Worldwide Logistics is an Equal Opportunity Employer. We welcome applications from all qualified individuals.