Key Account Specialist II

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 Key Account Specialist II is responsible for managing complex customer accounts and supporting strategic operational initiatives within the Home Delivery business. This role serves as a primary liaison for assigned customers, coordinates cross-functional activities, resolves escalated service issues, and helps drive operational excellence and customer satisfaction. The position requires a strong understanding of transportation operations, customer requirements, and continuous improvement methodologies. Responsibilities are performed with a high degree of independence and judgment.

Responsibilities

• Account Management & Customer Relations ▪ Serve as the primary point of contact for assigned key customer accounts. ▪ Develop and maintain strong customer relationships through proactive communication and service recovery. ▪ Investigate and resolve escalated shipment, delivery, and service issues. ▪ Manage customer expectations while ensuring compliance with service level agreements (SLAs).
• Operational Oversight & Problem Resolution ▪ Monitor transportation performance and shipment activity across multiple transportation modes. ▪ Analyze operational trends and identify opportunities to improve service levels. ▪ Coordinate with dispatch, customer service, operations, carriers, and vendors to resolve exceptions. ▪ Ensure accurate shipment tracking, documentation, and system updates.
• Reporting & Performance Management ▪ Generate and analyze customer performance reports, KPIs, and operational metrics. ▪ Identify trends impacting customer satisfaction, costs, and service quality. ▪ Present findings and recommendations to management and customer stakeholders.
• Customer Retention & Growth Support ▪ Support customer business reviews and account development initiatives. ▪ Assist leadership with identifying value-added service opportunities. ▪ Participate in customer onboarding and implementation activities for new business.
• Process Improvement & Collaboration ▪ Identify opportunities for process standardization and efficiency improvements. ▪ Participate in cross-functional improvement projects. ▪ Support compliance with quality management standards and operational procedures.
• Team Support & Knowledge Sharing ▪ Assist with onboarding and training Level I team members. ▪ Share best practices and operational knowledge across the department.
• Performs other duties as assigned
• Complies with all policies and standards

Qualifications

Education• Some College/Associate's Degree or equivalent (required) • Bachelor's Degree (preferred) Experience• 3+ years of logistics, transportation, freight forwarding, customer service, or account management experience. (required) • Experience supporting key customer relationships. (preferred) • Experience with CargoWise or similar transportation management system. (preferred) Knowledge, Skills, and Abilities • Strong customer relationship management skills. • Advanced problem-solving and analytical capabilities. • Ability to manage multiple priorities within a fast-paced environment. • Strong written and verbal communication skills. • Proficiency in Microsoft Excel, Outlook, Teams, and reporting tools. • Ability to work independently with limited supervision