Customer Experience Agent

AIT Worldwide Logistics, Inc.•Palatine Township, IL

24d•$19 - $27

About The Position

The Customer Experience Agent is responsible for assisting in answering internal and external E-Mails, phone calls, and live chats for customers. You will be the first point of contact with our clientele so the ability to engage the customer and make them feel great about doing business with us is key to our success. The ideal candidate has excellent customer service skills and can work in a high pressure, fast-paced work environment.

Requirements

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
High School diploma and/or GED required
Excellent communication skills both verbal and written – proactively communicating to clients is part of our Core Value of earning our customers’ trust.
Problem Solver to identify issues of varying complexity and work to find effective solutions to satisfy our customers’ needs.
High attention to detail and strong organizational skills to manage the volume of customer shipments and contacts.
Ability to work autonomously as well as within a team environment
Ability to calculate freight rates and amounts such percentages, area, circumference, and volume
Proficient in Microsoft Office Products.

Responsibilities

Respond to phone calls, emails and chats from AIT customers and partners regarding consumers inquiring about shipment status, scheduling, claims and/or disputes.
Monitor the database of scheduling appointments delivery and pick-ups.
Resolve issues with shipments by engaging with AIT partners, consumers, and vendors.
Provide outstanding and courtesy communication to all customers both internally and externally.
Identify and accesses customer needs managing a large incoming call volume daily.
Resolve customer disputes effectively and in a timely manner.
Addressing client and consignee concerns and finding innovative solutions for complex logistical challenges.
Collaborating with other departments to optimize logistical services and arranging shipment and transportation details with carriers and agents.
Consistent and professional communications; effective, prompt, and courteous communications with respect to difficult situations, relaying service failures, etc.
Answer phone calls and respond to all e-mails, Freshdesk tickets and chats in a timely matter.
Emulate and uphold AIT’s Core Values/Behaviors.
Other duties as business deems necessary.

Benefits

In addition to your base compensation, you may be eligible for a bonus based on achievement of business and/or individual performance metrics (dependent on position). Benefits offered include Medical, Prescription, Health Savings Account, Flexible Spending Accounts, Dental, Vision, Life, AD&D, Disability, Supplemental Health, Employee Support, Paid Parental Leave, Pet Insurance, 401(k) and Tuition Reimbursement. In addition, teammates may be eligible for up to 10 to 20 days of vacation (depending on tenure), 2 personal days, 1 floating holiday, 5 sick days, 5 volunteer hours, and 6 company holidays (plus Veterans Day for Veterans) annually.

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