Customer Service Representative II

3 days ago


Coppell, Texas, United States AIT Worldwide Logistics Full time

About the Role:

The Customer Service Representative II will act as a resource to AIT's customers, resolving delivery issues by answering customer questions and working with other departments. This role focuses on establishing new relationships, managing existing customer accounts, and assessing customer needs to provide results-oriented solutions.

Responsibilities:

  • Set up routes and transit times/appointment scheduling for AIT's services using established procedures.
  • Answer incoming calls, make outbound calls, and ensure outstanding customer service, completing requests with urgency and professionalism.
  • Work within Transportation Management Software (TMS) to trace loads and provide customers with necessary shipment updates.
  • Review and respond to customer inquiries in a proactive manner.
  • Meet or exceed customer key performance indicators (KPIs)/milestones in a timely manner.
  • Promote additional services like Proof of Delivery (PODs) to contribute to overall profit.
  • Act as a liaison between sales/account management teams and customers to enhance service experience.
  • Escalate unusual situations to sales/account management teams for review/reconciliation.
  • Review processes, take immediate action to correct/solve semi-routine issues, and improve efficiency/reduce errors.
  • Assure accurate and timely delivery for new/existing customer accounts.
  • Provide feedback to enhance current procedures, increasing efficiency and better serving customers.
  • Develop and maintain relationships with AIT's customers and vendors.
  • Train and gain general knowledge of lane history and customer pricing.

Qualifications:

  • A high school diploma or equivalent is required.
  • Three to five years' experience in customer service or related roles is required.
  • Three to five years' experience working in Freight Forwarding, logistics, 3PL, Transportation Brokerage, or Trucking company is preferred.

Estimated Salary Range: $50,000 - $70,000 per year



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