International Customer Service Counselor

Summary

This position is responsible for the overall customer experience for each move handled and for managing the file while utilizing the Forwarding Department to support their forwarding needs. The role reports directly to the International Operations Director.

• Manage the day‑to‑day customer service needs of all clients.
• Provide clear verbal and written communication to all customers.
• Respond to incoming customer phone and email messages in a timely and accurate manner.
• Understand and communicate all customs regulations for destination country.
• Use the operating system to keep all files up to date, using prompts and making notes.
• Process customer files according to established department policies and procedures.
• Update and maintain the operating system with accurate and timely data.
• Ensure all new moves are set up and contacted the same day as they are received.
• Ensure the employee understands all move policies and authorizations.
• Ensure all contact points are made on each move within the assigned timeframe.
• Maintain acceptable post‑move survey scores.
• Communicate needs effectively to the international forwarding department.
• Manage cost and revenue and ensure financial performance and accuracy of each shipment.

• 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.
• Ability to work under deadlines and specific time frames.
• Ability to develop and maintain positive working relationships with internal and external customers.

• High School diploma (Bachelor’s degree preferred).
• Type 40–50 words per minute for typing.
• Proficient in Microsoft Office.

No certifications needed.

None.

The work environment is various activities related to the overall customer experience and file management. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. The noise level in the work environment is usually moderate.

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required 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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. The Suddath Companies provide equal employment opportunities and prohibit discrimination and harassment of any type without regard to protected characteristics. The Suddath Companies are an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Veterans and disabled people are encouraged to apply.