Suddath
The Suddath Companies is a multifaceted group of companies that specialize in worldwide corporate employee relocations, household moving, warehouse and logistics management and specialized transportation services.
Summary:
This position is responsible for counseling and educating the customer on all moving related service needs. This position’s main purpose is to liaison between the customer, client, Suddath Account Manager and all service providers with an overall goal of creating an exceptional experience. This position reports directly to the Customer Service Manager and/or the Director, Customer Relations.
Key Responsibilities:
- Perform introductory and pre-move counseling call.
- Perform, with the customer moving, all pre-move calls, pack/load/delivery calls, etc.
- Manage the day-to-day customer service needs of all customers and clients.
- Provide clear communication, both verbal and written, to all customers and clients.
- Provides timely and accurate information in response to incoming customer phone and email messages.
- Analyze survey results to identify items outside of the client policy and communicate those with the customer or seek exception approval from the client when appropriate.
- Process customer files according to established client policies.
- Ensure proper COD collection is obtained for overages
- Update and maintain operating system with accurate and timely data in all platforms, including the client’s management system.
- Perform daily workflow tasks and ensure all contact points are made on each move within the assigned timeframe.
- Obtain actual services rendered (i.e. weight, labor, etc.) prior to delivery and communicate with the client or customer any additional COD charges outside the client’s relocation policy.
- Timely management of the collection of these overages prior to delivery
- Maintain acceptable post-move survey scores that align with client SLA’s and/or Suddath internal goals and SLA’s.
- Minimal write-offs that would negatively impact Global Moving Service and/or Suddath.
- Not to exceed the value of $725.00 quarterly
Job Skills Required:
- Excellent verbal and written communication skills
- Highly customer service oriented
- Ability to prioritize and re-prioritize as situations and needs change throughout the workday
- Ability to multi-task and organize workflow to manage daily responsibilities
- Excellent teamwork and interpersonal skills required
- Ability to work under deadlines and specific time frames
- Ability to develop and maintain positive working relationships with internal and external customers
Minimum job requirements:
- High School diploma (Bachelor’s degree preferred)
- Two year experience in relocation or closely related customer service industry preferred.
- Type 40-50 WPM
- Proficient in Microsoft Office
This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties of the jobholder might differ from those outlined in the job description and that other duties, as assigned, might be part of the job.
Certificates and Licenses:
No certifications needed
Supervisory Responsibilities:
This job has no supervisory responsibilities.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include Close vision and Ability to adjust focus. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and taste or smell. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl.
Use your current and previous experience to find new opportunities on the road to success. At Suddath, we’re committed to helping our employees flourish and reach new heights.
