Senior Move Management Consultant

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 need to anticipate, understand, and meet the unique needs of SIRVA's most senior-level and escalated customers.  He/she will need to communicate in a highly proactive manner and will serve as the Ambassador for SIRVA, ensuring that all customer issues are resolved as quickly as possible.

Functions and Responsibilities

Communicate Proactively, Build Relationships & Ensure Customer Quality

Customer

• Set move expectations and proactively anticipate the customer's needs.  Handle customer inquiries with a sense of urgency and empathy.
• Phone and e-mail transferee and/or accounts, wherever they might be globally, involves occasionally working outside of standard business hours. Summer is our busy season, and customers sometimes need us outside of regular working 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 the logistics, pricing, move details and troubleshoot/resolve any 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 such as accounts payable, accounts 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 best forward the shipment according to 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 all updated revenue information is complete and all relevant paperwork to support accurate and timely billing is delivered while partnering with billing staff.
• Work disputes/exceptions: Prioritize the prompt investigation and resolution of all revenue disputes and expense exceptions
• Claims initiation: Ensure that the proper documents are prepared and passed to the claims group.  Ensure the customer understands the requirements of filing a claim and support the follow-through.

Customer Satisfaction & Exception Resolution

• Manage and monitor the customer/vendor expectations, requests and issues timely and effectively
• Negotiate with vendors, agent partners and network offices to settle discrepancies.
• Adhere to set goals to ensure the KPI's 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

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