Customer Experience Lead
Posted on Sep 15, 2024 by AIT Worldwide Logistics, Inc.
Palatine, IL
Customer Service
Immediate Start
Annual Salary
Full-Time
Introduction:
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 and make us the next stop on your career journey.
Overview:
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.
The schedule for this role is Tuesday - Friday 9:30am to 7:00pm and Saturday 8:00am to 2:00pm.
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
Qualifications:
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
Knowledge of the AS400/World port system(s) preferred but not needed
Proficient in MS Office (i.e., Outlook, Word, Excel and Internet Explore)
Team player to lend a helping hand
Other Skills We Hope to See:
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
What AIT Can Offer You:
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 program, Paid Parental Leave, Pet Insurance, 401(k) and Tuition Reimbursement for your personal development. In addition, teammates may be eligible for up to 10 to 20 days of vacation (depending on tenure), 2 personal days, 5 sick days, 5 volunteer hours, and 6 company holidays (plus Veterans Day for Veterans) annually.
About AIT Worldwide:
AIT Worldwide Logistics is a global freight forwarder that helps companies grow by expanding access to markets all over the world where they can sell and/or procure their raw materials, components and finished goods. For more than 40 years, the Chicago-based supply chain solutions leader has relied on a consultative approach to build a global network and trusted partnerships in nearly every industry, including aerospace, automotive, consumer retail, energy, food, government, high-tech, industrial, life sciences and marine. Backed by scalable, user-friendly technology, AIT’s flexible business model customizes door-to-door deliveries via sea, air, ground and rail—on time and on budget. With expert teammates staffing more than 150 worldwide locations in Asia, Europe and North America, AIT’s full-service options also include customs clearance, warehouse management and white glove services. Learn more about AIT Worldwide Logistics, our culture and core values in action .
AIT Worldwide Logistics is an Equal Opportunity Employer – M/F/Veterans/Disabled. If you are unable to apply online due to a disability, contact Human Resources at (phone number removed) ext 5218.
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 and make us the next stop on your career journey.
Overview:
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.
The schedule for this role is Tuesday - Friday 9:30am to 7:00pm and Saturday 8:00am to 2:00pm.
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
Qualifications:
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
Knowledge of the AS400/World port system(s) preferred but not needed
Proficient in MS Office (i.e., Outlook, Word, Excel and Internet Explore)
Team player to lend a helping hand
Other Skills We Hope to See:
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
What AIT Can Offer You:
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 program, Paid Parental Leave, Pet Insurance, 401(k) and Tuition Reimbursement for your personal development. In addition, teammates may be eligible for up to 10 to 20 days of vacation (depending on tenure), 2 personal days, 5 sick days, 5 volunteer hours, and 6 company holidays (plus Veterans Day for Veterans) annually.
About AIT Worldwide:
AIT Worldwide Logistics is a global freight forwarder that helps companies grow by expanding access to markets all over the world where they can sell and/or procure their raw materials, components and finished goods. For more than 40 years, the Chicago-based supply chain solutions leader has relied on a consultative approach to build a global network and trusted partnerships in nearly every industry, including aerospace, automotive, consumer retail, energy, food, government, high-tech, industrial, life sciences and marine. Backed by scalable, user-friendly technology, AIT’s flexible business model customizes door-to-door deliveries via sea, air, ground and rail—on time and on budget. With expert teammates staffing more than 150 worldwide locations in Asia, Europe and North America, AIT’s full-service options also include customs clearance, warehouse management and white glove services. Learn more about AIT Worldwide Logistics, our culture and core values in action .
AIT Worldwide Logistics is an Equal Opportunity Employer – M/F/Veterans/Disabled. If you are unable to apply online due to a disability, contact Human Resources at (phone number removed) ext 5218.
Reference: 200029960
https://jobs.careeraddict.com/post/95283547
Customer Experience Lead
Posted on Sep 15, 2024 by AIT Worldwide Logistics, Inc.
Palatine, IL
Customer Service
Immediate Start
Annual Salary
Full-Time
Introduction:
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 and make us the next stop on your career journey.
Overview:
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.
The schedule for this role is Tuesday - Friday 9:30am to 7:00pm and Saturday 8:00am to 2:00pm.
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
Qualifications:
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
Knowledge of the AS400/World port system(s) preferred but not needed
Proficient in MS Office (i.e., Outlook, Word, Excel and Internet Explore)
Team player to lend a helping hand
Other Skills We Hope to See:
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
What AIT Can Offer You:
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 program, Paid Parental Leave, Pet Insurance, 401(k) and Tuition Reimbursement for your personal development. In addition, teammates may be eligible for up to 10 to 20 days of vacation (depending on tenure), 2 personal days, 5 sick days, 5 volunteer hours, and 6 company holidays (plus Veterans Day for Veterans) annually.
About AIT Worldwide:
AIT Worldwide Logistics is a global freight forwarder that helps companies grow by expanding access to markets all over the world where they can sell and/or procure their raw materials, components and finished goods. For more than 40 years, the Chicago-based supply chain solutions leader has relied on a consultative approach to build a global network and trusted partnerships in nearly every industry, including aerospace, automotive, consumer retail, energy, food, government, high-tech, industrial, life sciences and marine. Backed by scalable, user-friendly technology, AIT’s flexible business model customizes door-to-door deliveries via sea, air, ground and rail—on time and on budget. With expert teammates staffing more than 150 worldwide locations in Asia, Europe and North America, AIT’s full-service options also include customs clearance, warehouse management and white glove services. Learn more about AIT Worldwide Logistics, our culture and core values in action .
AIT Worldwide Logistics is an Equal Opportunity Employer – M/F/Veterans/Disabled. If you are unable to apply online due to a disability, contact Human Resources at (phone number removed) ext 5218.
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 and make us the next stop on your career journey.
Overview:
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.
The schedule for this role is Tuesday - Friday 9:30am to 7:00pm and Saturday 8:00am to 2:00pm.
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
Qualifications:
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
Knowledge of the AS400/World port system(s) preferred but not needed
Proficient in MS Office (i.e., Outlook, Word, Excel and Internet Explore)
Team player to lend a helping hand
Other Skills We Hope to See:
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
What AIT Can Offer You:
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 program, Paid Parental Leave, Pet Insurance, 401(k) and Tuition Reimbursement for your personal development. In addition, teammates may be eligible for up to 10 to 20 days of vacation (depending on tenure), 2 personal days, 5 sick days, 5 volunteer hours, and 6 company holidays (plus Veterans Day for Veterans) annually.
About AIT Worldwide:
AIT Worldwide Logistics is a global freight forwarder that helps companies grow by expanding access to markets all over the world where they can sell and/or procure their raw materials, components and finished goods. For more than 40 years, the Chicago-based supply chain solutions leader has relied on a consultative approach to build a global network and trusted partnerships in nearly every industry, including aerospace, automotive, consumer retail, energy, food, government, high-tech, industrial, life sciences and marine. Backed by scalable, user-friendly technology, AIT’s flexible business model customizes door-to-door deliveries via sea, air, ground and rail—on time and on budget. With expert teammates staffing more than 150 worldwide locations in Asia, Europe and North America, AIT’s full-service options also include customs clearance, warehouse management and white glove services. Learn more about AIT Worldwide Logistics, our culture and core values in action .
AIT Worldwide Logistics is an Equal Opportunity Employer – M/F/Veterans/Disabled. If you are unable to apply online due to a disability, contact Human Resources at (phone number removed) ext 5218.
Reference: 200029960
Share this job:
Alert me to jobs like this:
Amplify your job search:
Expert career advice
Increase interview chances with our downloads and specialist services.
Visit Blog