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Control Towers Agent II

ID
2025-5925
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 Control Towers Agent II will serve as the first contact for AIT's customers, providing customer service and guidance that ensure a positive initial experience and achieve early value. This role will be responsible for collaborating with other Regional Control Towers Manager concerning the oversight of international freight forwarding shipments within the respective locations and across all modes of transport per customer request for the 4 verticals. Tech, Automotive, Industrial & Retail.
This role will coordinate the day-to-day operations to ensure the station/branch operations are executing the overall operations, providing the customers (internal & external) with weekly, monthly & quarterly performance metrics, tracking shipments, troubleshooting potential challenges with shipments, ensure all relevant support to include: communication via e-mail, phone. Providing customers with relevant support related to all transportation modes.

Responsibilities


  • Ensure confirmation of all shipment processing in Cargowise including quoting, data entry, pickup/delivery scheduling, interfacing with customs brokers, routing and operational milestone updates for all customers supporting by the regional Control Tower group.

  • Partner with Stations & Gateway to ensure shipments booked by the stations are processed on time

  • Confirming all pre-alerts and relevant documents are sent to stations etc.

  • Ensure all shipments are properly billed by billing team and on timeliness.

  • Obtain all details necessary for shipment/quote in order to evaluate all factors to ensure customer’s request is satisfied.

  • Examine all possible factors prior to shipment coordination and/or pricing to ensure most successful result

  • Collect and analyze customer feedback in order to guide the continuous improvement of customer care services.

  • Input all essential information into the computer system to allow all information needed for shipment coordination and billing are achieved

  • Ability to prioritize action items in order to determine critical timing for action items of shipment coordination to ensure successful transaction

  • Manage all aspects of tracking shipments to ensure shipment is moving as scheduled and update system immediately upon verification

  • Identify and rectify if a shipment has deviated from schedule transit in an effort to correct shipment and achieve customer expectation and satisfaction.

  • Other duties and responsibilities will be assigned as business demands deem necessary


  • Performs other duties as assigned

  • Complies with all policies and standards

Qualifications

Education
• Associate's Degree or equivalent (Required)

Experience
• 2+ years Cargo Wise, AS400 experience is (Required)

• 2+ years Air, Ocean, Brokerage, Road etc. (Required)

• 2+ years Customer facing experience ( internal & external ) (Preferred)

• 2+ years Ability to manage Performance Metrics, Milestone activity, KPIs and SLAs (Required)

Knowledge, Skills, and Abilities

• Proficient in Microsoft Office suite Medium

• Strong communication skills, both verbal and written Medium

• Ability to recognize, analyze, and solve a variety of problems. Medium

• Ability to work under pressure and meet close deadlines. Medium

• Strong analytical and problem solving skills 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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