Global Customer Experience Manager I

Introduction

Move the world with us! AIT is a global freight forwarding and logistics company headquartered in Chicago. Are you looking for an exciting and varied job? Then you are exactly right for us! Become part of the international supply chain and move the world with us! Does that sound interesting? Then make AIT Worldwide Logistics the next stop on your career ladder!

Overview

The Global Customer Experience Manager I is responsible for managing and growing strategic global customer accounts by delivering supply chain excellence, operational performance, and continuous improvement. This role serves as the primary liaison between the customer and internal cross-functional teams to ensure seamless execution, service reliability, cost optimization, and long-term partnership success. The GCSM I drives strategic alignment, resolves complex supply chain challenges, and ensures customer satisfaction across global operations.

Responsibilities

• Coordinate the daily management of assigned key account(s), supporting KPI reporting, customer service interactions, basic problem resolution (including accounts receivable follow-up), and routine customer communication
• Ensure customer SOPs, service commitments, and documented requirements are clearly understood and consistently followed by operational teams; communicate updates and verify proper handoff of changes
• Deliver focused solutions by coordinating with internal departments as needed and maintaining ongoing communication with clients to ensure expectations are met
• Compile and analyze account data to identify trends or variances; provide reporting inputs and insights that support MBR/QBR preparation and forward-looking forecasting conducted by senior team members
• Support pricing workflows and bid activity by partnering with Pricing and Procurement teams to provide accurate operational details and routing considerations
• Assist global sales staff and branch offices by providing operational context, coordinating issue resolution, and supporting customer relations for assigned accounts
• Support projects and process improvement initiatives aimed at enhancing service performance, operational efficiency, or cross-regional coordination
• Assist with identifying EDI or data visibility issues and communicating them to EDI/IT; escalating recurring or unresolved issues as needed

Qualifications

• 0-3 years relevant experience in freight forwarding operations, account management or in supply chain industry preferred; with 1 year in direct customer-facing role
• Working understanding of air and ocean, imports and exports needed (extensive work experience in one or more required)
• Ability to source, format, and communicate/present data to internal and external clients. May be required to present in a conference room or virtual setting
• This role supports a global customer base and internal teams across multiple regions. As a result, occasional work outside standard business hours may be required to support international time zones or time sensitive operational needs
• Possess strong analytical abilities, exceptional communication skills, and the ability to think strategically and analytically about business and product challenges
• Working knowledge of EDI standards and protocols
• Certifications Preferred: CargoWise & AS/400 certification and/or working knowledge; Six Sigma or Green Belt

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.

What AIT Can Offer You

We believe in rewarding your talent and supporting your growth. In addition to a competitive salary and comprehensive benefits package, you’ll enjoy:

• 27.5 holiday days per year to relax and recharge
• A solid pension plan to secure your future
• Access to an online learning library and regular training opportunities to support your professional growth
• Employee support programs focused on your well-being
• Five paid volunteer hours per year, giving you time to make a difference
• Exclusive employee discounts through Deel, adding extra perks to your everyday life.