Customer Experience Lead

AIT Worldwide Logistics, Inc.•Torrance, CA

2d•$30 - $43•Onsite

About The Position

The Customer Experience Lead is responsible for assisting in answering internal and external E-Mails, phone calls, and live chats for customers. They 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

High School Diploma/GED required
At least one 3-5 year in a call center of Customer Service role
Strong problem-solving skills with ability to develop new ideas and innovative solutions
Detail-oriented individual with great communication skill; oral and written
Ability to work in a fast-paced, high-pressure environment
Proficient in MS Office (i.e., Outlook, Word, Excel and Internet Explore)
Team player to lend a helping hand

Nice To Haves

Knowledge of the AS400/World port system(s) preferred but not needed
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

Responsibilities

Respond to phone calls, emails and chats from AIT customers and partners regarding consumers inquiring about shipment status, scheduling, claims and/or disputes.
First line of defense for escalations
Training new hires & mentoring existing employees
Manage special reports/projects
Working with supervisors on process improvement
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
Other duties and responsibilities will be assigned as business demands deem necessary