Customer Experience Agent

4 weeks ago

Palatine, Illinois, United States AIT Worldwide Logistics Full time
About the Role

We are seeking a highly skilled Customer Experience Agent to join our team at AIT Worldwide Logistics. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our clients, ensuring their needs are met and exceeded.

Key Responsibilities
  • Respond to customer inquiries via phone, email, and chat, providing timely and accurate information regarding shipment status, scheduling, claims, and disputes.
  • Monitor and manage the database of scheduling appointments, deliveries, and pick-ups, ensuring seamless execution of logistics operations.
  • Resolve complex logistical issues by collaborating with internal teams, customers, and vendors, providing innovative solutions to meet customer needs.
  • Provide outstanding communication to customers, both internally and externally, ensuring a positive experience and building strong relationships.
  • Identify and address customer needs, managing a high volume of incoming calls and emails daily.
  • Resolve customer disputes effectively and in a timely manner, ensuring customer satisfaction and loyalty.
  • Collaborate with other departments to optimize logistical services, arranging shipment and transportation details with carriers and agents.
  • Communicate effectively with customers, relaying service failures and other critical information in a professional and courteous manner.
Requirements
  • A strong work ethic, with a focus on ownership, independence, accountability, and autonomy in your role.
  • Excellent communication skills, both verbal and written, with the ability to proactively communicate with clients.
  • A growth mindset, with a passion for improving yourself and the company, and a willingness to adapt to changing circumstances.
  • Customer service focus, with the ability to build relationships with a wide variety of customers, both internal and external.
What We Offer

In addition to a competitive salary, you may be eligible for a bonus based on achievement of business and/or individual performance metrics. Benefits include medical, prescription, health savings account, flexible spending accounts, dental, vision, life, AD&D, disability, supplemental health, employee support program, paid parental leave, pet insurance, 401(k), and tuition reimbursement for your personal development.

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