Domestic Operations Support Agent I

Job Description

Domestic Operations Support Agent I | AIT Worldwide Logistics

The Tone:
This is an early career role at AIT Worldwide Logistics, a global freight forwarder that helps companies grow by expanding access to markets worldwide. The company provides supply chain solutions for a diverse range of industries, relying on a consultative approach and a global network. This role is essential for supporting domestic operations by monitoring performance, ensuring compliance, and resolving agent escalations to contribute to overall customer satisfaction and operational efficiency.

The TL;DR
• Role: Early Career
• Pay: $22.70–$32.00 hourly
• Mission: Ensure operational efficiency and agent compliance by monitoring daily performance reports, addressing past-due issues, identifying solutions for on-time delivery, and resolving agent escalations.
• Tech Stack: Microsoft Office suite

What You’ll Actually Do
• Agent Support: Provide training and assistance to agents on utilizing the MyAIT for partners portal effectively.
• Issue Resolution: Identify the root causes of agent escalation issues and implement appropriate solutions as needed.
• Performance Tracking: Review daily reports for AIT stations, independent contractors (ICs), and agents to monitor trends and address past-due performance issues.
• Coverage Analysis: Evaluate primary agents’ coverage and rates to identify uncovered territories and high-cost areas requiring improvement.
• Compliance Monitoring: Review the Cartage/Final Mile Snapshot, including monthly and quarterly data on agent service quality, market focus, and metric achievement.
• Documentation Management: Monitor the Agent POD Scanned Quality Management System (QMS) Report to maintain the goal of 5% or less for outstanding Proof of Deliveries.

The Must-Haves
• Background: Entry-Level. High School Diploma required.
• Experience: 1+ years of Customer Service experience required. 1+ years of Freight Forwarding industry experience is preferred, as is 1+ years of Trucking or Cartage related work experience.
• Skills: Strong verbal and written communication skills, proficiency in Microsoft Office suite, excellent customer service and interpersonal skills, strong organizational skills and attention to detail, and the ability to work as a team member in a fast-paced, high-volume environment.
• Bonus: Demonstrated customer focus, strong oral and written communication, a collaborative approach to teamwork, effective problem-solving abilities, and meticulous attention to detail.