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.

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

Education Qualifications

• Associate's Degree or equivalent Required

Experience Qualifications

• 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

Skills and Abilities

• Proficient in Microsoft Office suite (Medium proficiency)
• Strong communication skills, both verbal and written (Medium proficiency)
• Ability to recognize, analyze, and solve a variety of problems. (Medium proficiency)
• Ability to work under pressure and meet close deadlines. (Medium proficiency)
• Strong analytical and problem solving skills (Medium proficiency)

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!
• global organization in a matrix structure

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 Logistics:

AIT Worldwide Logistics is a global freight forwarder that helps its customers grow by expanding access to markets all over the world where they can sell and/or procure raw materials, components, and finished goods. For more than 40 years, the America's-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, food, government, healthcare, high-tech, industrial and life sciences. 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 100 worldwide locations in Asia, Europe, India, 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 here.

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.