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Customer Service Manager

Job Locations US-IL-Palatine
ID
2025-5666
Category
Customer Service/Support
Position Type
Regular 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 AIT Worldwide Logistics and make us the next stop on your career journey.

Overview

The Customer Service Manager will be responsible for leading the entire Customer Service team focused on delivering a world-class customer experience. This role will be responsible for ensuring customer SOP and requirements are met, while providing coaching to team members. This role is expected to promote a productive and positive experience with customers to ensure high quality support while concurrently focusing on building a team that is meeting and exceeding customers KPI's. The Customer Service Manager will additionally be responsible for hiring, coaching, mentoring, and challenging the team in order to build a high-functioning, successful customer service team. Promote a productive and positive experience with customers to ensure high quality support

Responsibilities


  • Hire, train, coach and develop your team to ensure company expectations and individual goals are met and manage underperformance as necessary. Conduct weekly 1:1's in order to effectively coach and motivate the team through their performance KPI's and metrics, individual goals and career-pathing conversations

  • Oversee and manage the escalation of complaints and ensure they are handled through resolution at the right level and in a timely manner

  • Responsible for ensuring customer key performance indicators (KPI's) are met and adjust processes as needed

  • Collaborate with Operations Management to develop and execute AIT's Customer service strategy

  • Identify and present enhancement processes to ensure overall CS Department quality and efficiency needs are met

  • Champion and build SOP's around utilizing customer's TMS systems and requirements

  • Manage customer implementations from deployment of standard operating procedures, tariff uploads, invoicing accuracy, and on-time performance

  • Responsible for cross-training team resources, as needed

  • Maintain customer support through evaluation of staffing and scheduling of personnel


  • Performs other duties as assigned

  • Complies with all policies and standards

Qualifications

Education
• High School Diploma or GED equivalent (Required)

• Associate's Degree (Preferred)

• Bachelor's Degree (Preferred)

Experience
• 5+ years experience in customer service (Required)

• 3+ years experience in team management (Required)

• 3+ years experience in quoting and routing (Required)

• 3+ years experience in truck brokerage and freight forwarding (Preferred)

Knowledge, Skills, and Abilities

• Transportation Management System (TMS) Medium

• AS400 Medium

• Microsoft Office Suite Medium

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, 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.

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.

 

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 630-766-8300 ext 5218.

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