Senior Move Management Consultant

2 weeks ago

Taguig, Philippines Sirva Full time

Overview

Sirva Taguig, National Capital Region, Philippines

Senior Move Management Consultant role at Sirva. This role supports our international clients in the Philippines and requires flexibility to shift times with a hybrid working model (work from home available).

Sirva is the global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. We operate globally with a network that includes 75 owned locations and more than 1,000 franchised and agent locations in 177 countries. Our approach blends self-service and human support to deliver a superior customer experience.

Position summary and responsibilities are described below. This role is aimed at managing all aspects of domestic household shipments for high-visibility assignees/transferees, anticipating and meeting their unique needs, and serving as the ambassador for Sirva to resolve issues quickly.

Position Summary

The Senior Move Management Consultant will be responsible for managing all aspects of domestic household shipments for populations of high level/high visibility and escalated assignees/transferees. In addition to MMC responsibilities, the Sr. MMC will anticipate, understand, and meet the needs of Sirva’s most senior-level and escalated customers. He/she will communicate proactively and act as the ambassador for Sirva, ensuring customer issues are resolved promptly.

Functions And Responsibilities

Communicate Proactively, Build Relationships & Ensure Customer Quality

  • Set move expectations and proactively anticipate the customer’s needs. Handle inquiries with urgency and empathy.
  • Phone and e-mail transferees and/or accounts globally, occasionally outside standard business hours. Summer is our busy season; customers may require availability beyond regular hours.
  • Manage and monitor customer expectations, requests and issues timely and effectively.
  • Maintain minimum quality service score as defined by our IMC Score card.
  • Full accountability for the success of each assigned move.

Supply Chain

  • Coordinate and communicate logistics, pricing, move details and troubleshoot/resolve process glitches.
  • Phone and e-mail agent contact with overseas household goods moving agents.
  • Phone and e-mail contact with our supply chain in the US/Canada/Overseas (steamship lines, port brokers, truckers).

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