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 For more information on our benefit offerings, please visit https://suddath.com/about/careers/ and scroll down to view our employee benefits. General position summary: This position is responsible for counseling and educating the customer on all moving-related service needs. This positions 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 clients 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 clients 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 clients relocation policy. Timely management of the collection of these overages prior to delivery Maintain acceptable post-move survey scores that align with client SLAs and/or Suddath internal goals and SLAs. 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 Supervisory Responsibilities: This position has no supervisory responsibilities. Other Duties & Responsibilities: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Education & Experience: High School diploma (bachelors 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 applications used in the performance of job duties. Planning/Organization: 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, meet deadlines and prioritize work Certificates/Licenses/Registrations: No certificates required. Working Conditions: Cubicle working environment Noise level in the work environment is usually moderate Physical/Environmental Demands: Activity: Stand - Under 1/3 Time Walk - Under 1/3 Time Sit Over 2/3 Time Use hands to finger, handle, or feel - Over 2/3 Time Reach with hands and arms 1/3 to 2/3 Time Climb or balance None Stoop, kneel, crouch or crawl Under 1/3 Time Talk or hear over 1/3 to 2/3 time Taste or smell None Other - None Physical Activity Level: The employee must occasionally lift and/or move up to 10 pounds. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to reach with hands and arms. Manual Dexterity: Manual dexterity sufficient to reach/handle items, works with the fingers, and perceives attributes of objects and materials. Special Vision Requirements: Specific vision abilities required by this job include close vision and ability to adjust focus. The Suddath Companies is a multifaceted group of companies that specialize in worldwide corporate employee relocations, household moving, warehouse and logistics management and specialized transportation services. The Suddath Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. The Suddath Companies moves people and businesses together with our group of privately-owned companies and family of brands, including Perdue and Phase Integration. Our mission is to serve our customers, communities and each other with the highest level of care, making lives easier by delivering in the moments that matter. Since our inception more than 100 years ago, our values have been and continue to be at the foundation of everything we do. They are: Trust We foster an environment of trust through our integrity, dependability and accountability. We fulfill our promises to each other and our customers. Innovation We look for ways to continuously improve our customer and employee experience by challenging the status quo, taking smart risks and learning from mistakes. Teamwork We collaborate through common goals as one team, welcoming the diversity of ideas, encouraging and supporting one another and celebrating contributions. Caring We show empathy in all that we do, operating with compassion and understanding. We promote a safe and healthy work environment. Agility We overcome challenges by being nimble and resilient, quickly accepting, driving and adapting to change. 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. EQUAL OPPORTUNITY EMPLOYER VETERANS/DISABLED