Customer Experience Supervisor

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 Experience Supervisor is responsible for providing operational leadership to individual contributors and hourly RDS staff to ensure the execution of daily tasks and activities operating with responsibility of Freshdesk tickets, efficiencies, and productivity of employees in RDS and Lean Staffing. Supervises most processes directly related to these areas in a manner consistent with company services and cost objectives. Responsible for making corrective action and disciplinary decisions. Involved in hiring process, customer service, and customer meetings as necessary. Responsible for the service level, performance, and integrity to exceed customer expectations. Providing clear direction to staff in support of RDS and corporate goals and objectives. Assisting in training and guidance as needed to employees. Responsibilities: Co-worker Development and cohesiveness within the department. Specifically: Direct the necessary daily activity to ensure a safe, secure, clean, and work environment for all employees. Assist in quoting, routing cargo, supporting the RDS operation. Keen sense of offering support to the team where needed. Organize and lead the focus on improved productivity levels. Workflow prioritization and daily scheduling. Specifically: Plan, manage, and adjust the daily workload and staffing to minimize the unplanned overtime. Ensure company policies are communicated, applied, and enforced. Maximizes quality and productivity by understanding job standards for each function and evaluating RDS results in order to identify root cause and corrective action. Offer constructive input to internal staff to continually move the process in a positive direction. Develop and understand the AS400 domestic system in order to systematically operate every stage of a domestic shipment from creation to posting revenue and expenses for transactions within RDS. This understanding will allow for feedback to the station team on minimizing expenses and improved profitability. Review and foster changes to current systems and processes with a focus on efficiency. Account management of clients within the furniture vertical. Other duties as assigned. The wage range for this position is $58,260.00-$87,380.00 and may vary based on geography as well as relative knowledge, skills, abilities, and experience. Qualifications: 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 Other Skills We Hope to See: Bachelor’s Degree (preferred) or equivalent experience. Minimum of 4 years freight forwarding experience. In depth knowledge of Domestic Operations. 1-3 years of pro…

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