Control Towers Agent II

AIT Worldwide Logistics

12h

About The Position

The Control Towers Agent II will serve as the first contact for AIT's customers, providing customer service and guidance that ensure a positive initial experience and achieve early value. This role will be responsible for collaborating with other Regional Control Towers Manager concerning the oversight of international freight forwarding shipments within the respective locations and across all modes of transport per customer request for the 4 verticals. Tech, Automotive, Industrial & Retail. This role will coordinate the day-to-day operations to ensure the station/branch operations are executing the overall operations, providing the customers (internal & external) with weekly, monthly & quarterly performance metrics, tracking shipments, troubleshooting potential challenges with shipments, ensure all relevant support to include: communication via e-mail, phone. Providing customers with relevant support related to all transportation modes.

Requirements

Associate's Degree or equivalent (Required)
2+ years Cargo Wise, AS400 experience is (Required)
2+ years Air, Ocean, Brokerage, Road etc. (Required)
2+ years Ability to manage Performance Metrics, Milestone activity, KPIs and SLAs (Required)
Proficient in Microsoft Office suite Medium
Strong communication skills, both verbal and written Medium
Ability to recognize, analyze, and solve a variety of problems. Medium
Ability to work under pressure and meet close deadlines. Medium
Strong analytical and problem solving skills Medium

Nice To Haves

2+ years Customer facing experience ( internal & external ) (Preferred)

Responsibilities

Ensure confirmation of all shipment processing in Cargowise including quoting, data entry, pickup/delivery scheduling, interfacing with customs brokers, routing and operational milestone updates for all customers supporting by the regional Control Tower group.
Partner with Stations & Gateway to ensure shipments booked by the stations are processed on time
Confirming all pre-alerts and relevant documents are sent to stations etc.
Ensure all shipments are properly billed by billing team and on timeliness.
Obtain all details necessary for shipment/quote in order to evaluate all factors to ensure customer’s request is satisfied.
Examine all possible factors prior to shipment coordination and/or pricing to ensure most successful result
Collect and analyze customer feedback in order to guide the continuous improvement of customer care services.
Input all essential information into the computer system to allow all information needed for shipment coordination and billing are achieved
Ability to prioritize action items in order to determine critical timing for action items of shipment coordination to ensure successful transaction
Manage all aspects of tracking shipments to ensure shipment is moving as scheduled and update system immediately upon verification
Identify and rectify if a shipment has deviated from schedule transit in an effort to correct shipment and achieve customer expectation and satisfaction.
Other duties and responsibilities will be assigned as business demands deem necessary
Performs other duties as assigned
Complies with all policies and standards