Customer Service Supervisor

AIT Worldwide Logistics, Inc.•Freeport, NY

About The Position

Join us at AIT, where we believe every day presents an opportunity to make a global impact!We’re problem solvers, driven by our curiosity and creativity, in endless pursuit of solutions for our customers. Together, we champion the strength of our global teams. And, as trusted advisors, we go above and beyond, working together in a supportive and collaborative environment to ensure customer satisfaction. Through the company's continued growth, we challenge ourselves to be better, continuously learning and growing in our dynamic environment. Helping others is at the core of our culture, join us in finding fulfillment by giving back to our local communities as the united team that is AIT. Find out what our people deliver.® means when you come move the world with us! Hear directly from our teammates at AIT Worldwide Logistics and make us the next stop on your career journey. Overview The Account Manager I will work independently and with field sales (AE's) to engage and convert customers to work with AIT Truckload Solutions. The Account Manager I will work as an individual SME on their portfolio with the primary focus of maintaining / expanding relationships with strategic accounts while executing within the following functional areas of account profitability for a customer portfolio, communication, customer service, problem resolution and load execution. The Account Manager I represents the entire range of the company's core products and services to customers while leading the customer account planning cycle for the current year.

Requirements

High School Diploma or GED equivalent (Required)
0-3 years Experience in logistics / transportation, 1 year or more experience preferred (Required)
Proven track record in generating profitable revenue growth and retaining existing customers Low
Microsoft Office Suite Medium
Transportation Management System (TMS) Medium
Strong verbal and written communication skills Medium
Strong negotiation skills Medium
Ability to problem solve, make independent decisions with minimal oversight, set and meet deadlines Medium

Nice To Haves

Associate's Degree (Preferred)
Bachelor's Degree (Preferred)

Responsibilities

Maintain & grow key stakeholder relationships within a portfolio of existing customers, both external and internal; by being the subject matter expert on executing the operational needs / requirements of the customers, resulting in increased revenue & volume
Accountable for portfolio load management process by partnering with Carrier Sales team on coverage status of each shipment. Proactively communicate the status and performance updates to the customer in a timely manner
Communicate with customers regarding pricing, accessorials, and cost adjustments and partner with the Sales / Management team to complete RFP's. Regularly analyze customer profitability and take action to adjust pricing or commitments with customer; escalate to Account Executive or Management, as necessary.
Maintain Account Receivable aging within AIT TS terms and actively pursue past-due invoices and short-pays in collaboration with internal collections team
Troubleshoot and resolve customer issues including communication on carrier delays, breakdowns and other order exceptions
Prepare and actively participate in customer reviews (i.e. QBR, MBR’s)
Maintain record of customer engagement to ensure SLA’s are met
Assist building loads in accordance with customer SOP and load requirements, as necessary
Schedule appointments for pick-ups & deliveries, as necessary
Work with Account Executive to create, maintain and update SOP’s for all customers in portfolio
Handle overages, shortages, and freight claims properly and escalate, as needed
Available as needed for after-hours issues
Performs other duties as assigned
Complies with all policies and standards

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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