Domestic Operations Support Agent I

AIT Worldwide Logistics•Torrance, CA

3d•Onsite

About The Position

The Domestic Operations Support Agent I is responsible for reviewing daily reports for AIT stations and Agents. Monitoring trends and address past due issues. Identify solutions for on time performance and Cartage Manual compliance. Assist agent with training and portal usage. Resolve agent escalations between AIT and Agent.

Requirements

High School Diploma Required
1+ years Customer Service Experience Required
Strong verbal and written communication skills. (Medium proficiency)
Proficient in Microsoft Office suite (Medium proficiency)
Excellent customer service and interpersonal skills (Medium proficiency)
Have a strong work ethic and professional demeanor. (High proficiency)
Ability to work as a team member. (High proficiency)
Ability to work in a fast pace, high volume environment. (High proficiency)
Strong organizational skills and attention to detail (High proficiency)

Nice To Haves

1+ years Freight Forwarding industry experience Preferred
1+ years Trucking or Cartage related work experience Preferred
Customer Focus (knowing the customer business needs and acting accordingly; proactively addresses customer concerns. Assists business partners and customers to achieve their work goals via application of their own skills and knowledge; strives to provide consistent customer satisfaction.)
Oral & Written Communication (Shaping & expressing ideas & information in an effective and professional manner. Uses appropriate grammar and choice of words in oral speech. Writes grammatically and uses appropriate business writing style.)
Teamwork (Working as a productive member of a cohesive group toward a common goal. Offers support for others ideas and opinions. Expresses disagreement constructively. Provides assistance to others when needed. Shares his/her expertise with others.)
Problem Solving (Having the ability to identify problems and issues of varying complexities and find effective solutions, considering multiple sides of an issue. Weighs consequences before making final decision. Not discouraged by ambiguous situations. Adjusts approach to achieve results.)
Attention to Detail (Ensures one’s own work are complete and accurate; monitors the quality of work, verifies information, checks the accuracy of own and other’s work; organizes information and materials for others to understand.)

Responsibilities

Work on the training and assistance with the agent on the MyAIT for partners portal.
Identify root cause for agent escalation issues and implement solutions as needed.
Review On Time Reports for AIT Stations, ICs and agents on a daily basis to monitor trends and address past due issues.
Review Cartage/Final Mile Snapshot.
Monthly quarterly data on ASC quality, market focus, new agent focus on metrics and goal achievement.
Responsible for reviewing primary agents’ coverage and rates and identify uncovered and high cost areas that requires improvement.
Agent POD Scanned QMS Report, maintain goal of 5% for outstanding POD’s.