Global Control Tower Agent

The Global Control Towers Agent 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 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 to guide the continuous improvement of customer care services.
• 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 to correct shipment and achieve customer expectation and satisfaction.

• 7+ years Freight forwarding air experience, ocean experience a plus.
• Cargo Wise, AS400 experience.
• Air, Ocean, Brokerage, Road etc.
• Customer facing experience (internal & external).
• Ability to manage Performance Metrics, Milestone activity, KPIs and SLAs.
• Fluent oral and written English is a must.
• Additional (major) European languages would be an asset.
• Strong communication skills, both verbal and written.
• Strong analytical and problem-solving skills.
• Ability to work under pressure and meet close deadlines.

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.