New

Customer Experience Supervisor

AIT Worldwide Logistics, INC.

parental leave, sick time, tuition reimbursement, 401(k)

United States, Illinois, Itasca

2 Pierce Place (Show on map)

Sep 12, 2025

Customer Experience Supervisor

2025-6011

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 Experience Supervisor is responsible for providing operational leadership to individual contributors within the Customer Experience team to ensure the execution of daily tasks and activities. Supervises most processes directly in a manner consistent with company services and cost objectives. Responsible for making corrective action and disciplinary decisions. Involved in hiring process, customer service execution, and customer meetings as necessary. Responsible for the service level, performance, and integrity to exceed customer expectations.

Responsibilities

Supervise the daily operations of the customer service function, ensuring alignment with organizational goals and service excellence standards.

Supervise the escalation for complex, non-product-related customer inquiries across phone, email, Freshdesk, and chat, ensuring timely and accurate resolution.
Coordinate with internal departments to resolve general customer questions and issues, following through with clients until full resolution is achieved.
Guide the team on the transfer customers to the appropriate technical support group for product or service-related inquiries, ensuring a seamless and professional handoff.
Drive initiatives to enhance customer satisfaction, loyalty, and retention by identifying service gaps and implementing improvements.
Develop and implement quality assurance programs to ensure consistent, high-quality service delivery across all customer interactions.
Monitor and evaluate customer interactions for compliance with service standards, providing coaching and feedback to team members.
Continuously assess and improve customer service processes and workflows, implementing efficiency measures to optimize resource utilization.
Supervise the use and implementation of customer service technologies and CRM systems, ensuring effective adoption and utilization.
Collaborate cross-functionally with departments such as marketing, sales, and product development to address customer needs and integrate feedback into service strategies.
Analyze customer data and feedback to identify trends, root causes, and opportunities for improvement.
Provide ongoing training, development, and mentorship to customer service representatives to build team capability and engagement.
Prepare and present regular reports on customer service performance and key metrics to executive leadership.
Coordinate and lead daily team activities, serving as a first-level leader and role model for AIT's Core Values and Behaviors.
Prepare and present reports on customer service metrics and team performance to management, highlighting successes and opportunities
Ensure teammates adhere to company policies and procedures regarding customer service, data protection and compliance
Performs other duties as assigned
Complies with all policies and standards
The wage range for this position is $58,900.00-$84,800.00 and may vary based on geography as well as relative knowledge, skills, abilities, and experience

Qualifications

Education
* High School Diploma or GED (Required) or
* Bachelor's Degree Bachelor's Degree (Preferred)

Experience
* 3+ years Progressively responsible supervisory experience and/or team lead experience (Required) and
* 3+ years Logistics Industry call center experience (Required) and
* 1+ years People management experience (Required)

Knowledge, Skills, and Abilities
* Excellent time management skills, ability to manage multiple priorities High
* Ability to multi-task in a high volume and fast-paced work environment High
* Ability to manage and lead people High
* High initiative, self-motivation with a strong, interactive team player. High
* Understanding of all modes of domestic transportation; especially final mile and/or freight forwarding High
* Strong interpersonal and customer service skills High
* Strong sense of urgency and attention to detail and organizational skills. High
* Have the desire to jump into situations and take ownership until resolved. High
* Ability to work flexible hours based on business needs inclusive of afternoon and evening hours. High

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.