Senior Move Management Consultant

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).

Account Support

• Communicate and report back to national accounts/bookers as required.
• Identify areas for enhancement or improvement; work with management to systematically resolve.
• Internal Support
• Coordinate with various departments (accounts payable/receivable, billing, claims network management and account management) to ensure proper completion of all aspects of a move.

Logistics Department

• Follow pre-defined move management process and our proprietary workflow system tasks as defined by the book of business and shipment workflow.
• Anticipate, plan and ensure the most efficient and cost-effective shipment routing based on customer requirements.
• Select and coordinate with the best household goods movers at origin and destination, truckers and freight lines (ocean/air/road) to meet account requirements.
• Partner with customs and other governmental agencies as required.
• Mitigate adverse financial impact of problematic situations through use of technical knowledge, established business contacts and persistence.

Move Administration

• Data integrity: Document within the Globalcom/PROMOVE/Navision systems all customer, agent and move information including revenue, expense and correspondence/action taken.
• Paperwork and file management: responsible for all shipping documentation and timely forwarding to destination agent, port agent, inland carrier, etc., while minimizing paper files by utilizing system notes and scanning capabilities.
• Enable billing: Ensure updated revenue information is complete and all relevant paperwork to support accurate and timely billing is delivered in partnership with billing staff.
• Work disputes/exceptions: Prioritize prompt investigation and resolution of revenue disputes and expense exceptions.
• Claims initiation: Ensure proper documents are prepared and passed to the claims group; help the customer understand filing requirements and support follow-through.

Customer Satisfaction & Exception Resolution

• Manage and monitor customer/vendor expectations, requests and issues in a timely and effective manner.
• Negotiate with vendors, agent partners and network offices to settle discrepancies.
• Adhere to set goals to ensure KPIs are met.

Qualifications And Preferred Skills

• Minimum 2 years of industry or freight forwarding experience or 3 years of related customer service experience and 5 years’ experience as a Move Manager.
• Exceptional customer service skills.
• Ability to identify potential problems and develop creative solutions without immediate direction or supervision.
• Excellent written and verbal communication skills.
• Strong organizational skills; the ability to function as part of a team while acting as a self-starter.
• Ability to manage deadlines, multi-task and operate in a fast-paced environment.
• Strong presentation skills, business etiquette and interpersonal skills.
• PC proficiency – Word, Excel, PowerPoint, Outlook and job-related systems.

Apply Now

If this sounds like your type of role, please submit your application via the APPLY now option and complete all necessary information.

Sirva Worldwide Relocation and Moving is a global leader in moving and relocation services. With 75 owned locations and more than 1,000 franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that balances self service and human support. Our portfolio includes brands such as Sirva, Team Relocations, Allied, northAmerican, and Smartbox.

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. Sirva also prohibits harassment of applicants and employees based on these protected categories.

If you need a reasonable accommodation because of a disability during the employment process, please email Human Resources at with your request and contact information.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Consulting, Information Technology, and Sales
• Industries: Transportation, Logistics, Supply Chain and Storage, Truck Transportation, and Consumer Services

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