Move Manager

Posted Thursday, February 8, 2024 at 5:00 AM

Position Summary

The Move Manager acts as the primary point of coordination providing service delivery to our clients and their assignees whilst maintaining the highest level of customer service. This position requires a Fluent Dutch Speaker

The Move Manager will be the first point of contact for the moving aspects of an employee’s relocation. You will support and organize the movement of household goods and personal items for our clients. You will be responsible for guiding the employee through the process and ensuring that you provide excellent customer service throughout.

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.
• Manage and monitor customer expectations, requests and issues timely and effectively.
• Full accountability for the success of each move.

• Coordinate and communicate the logistics, pricing, move details and troubleshoot/resolve any process issues.
• Phone and e-mail agent contact with overseas household goods moving agentsour supply chain in the US/Canada/Overseas (steamship lines, port brokers, truckers).

• Communicate and report back to national accounts/bookers as required
• Identify areas for enhancement or improvement
• 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.

• Follow the move management process and our proprietary workflow system
• Anticipate, plan and ensure the most efficient and cost-effective shipment routing
• Select and coordinate with the best household goods movers at origin
• Mitigate the adverse financial impact of problematic situations

• Document within the Globalcom/PROMOVE/Navision systems
• Responsible for all shipping documentation and timely forwarding to destination agent
• Ensure all updated revenue information is complete and all relevant paperwork to support accurate and timely billing is delivered
• Prioritize the prompt investigation and resolution of all revenue disputes
• Ensure that the proper documents are prepared and passed to the claims group.
• Ensure the customer understands the requirements of filing a claim and supports the follow-through.

• Manage and monitor the customer/vendor expectations
• Negotiate with vendors, agent partners and network offices to settle discrepancies.
• Adhere to set goals to ensure the KPI’s are met

• Minimum 2 years of industry/freight forwarding/ Logistics experience OR 3 years of related customer service experience
• Basic geographical knowledge would be an advantage
• Strong analytical skills
• Ability to identify potential problems and develop creative solutions
• Excellent written and verbal communication skills