Customer Experience Coordinator

Why Choose Suddath to "Move" Your Career to the Next Level?

At Suddath, you can be part of something special and inclusive! Join a team that has a 100+ year reputation for excellence as an innovative, growing and financially stable company that is dedicated to promoting a culture that thrives on inclusion and diversity. From numerous awards to being recognized as one of the best places to work, Suddath offers a caring, family environment while providing relocation and logistics services to people and companies all around the world.

What We Offer!

• A competitive wage with a comprehensive benefits package, including a 401(k) plan with company matching
• Weekly pay for hourly-paid employees. Biweekly pay for salaried employees.
• Paid Time Off (PTO) and paid company holidays
• A tuition reimbursement plan where employees are encouraged to continue their education and development

General

Position 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 Experience Manager and/or the Director, Customer Experience.

Essential Duties & Responsibilities:

• Perform introductory and pre-move counseling call meeting the client's SLA.
• 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 Moving and Storage 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

Education & Experience:

• High School diploma (bachelor's degree preferred)
• Two years experience in relocation or closely related customer service industry preferred.
• Type 40-50 WPM
• Proficiency in Microsoft Office

Language

Skills:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports.
• Ability to speak effectively before groups of customers or employees of organization.
• Excellent written and verbal communication skills.

Mathematical

Skills:

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Operations:

• To perform this job successfully, an individual should have strong knowledge of Microsoft Office Suite, and the ability to learn and effectively use software applications such as move management, accounting/billing, HRIS, timekeeping and other…