Customer Experience Coordinator

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 liaise 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 calls 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.
• Provide 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.
• 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
• Able to multi-task and organize workflow to manage daily responsibilities
• Excellent teamwork and interpersonal skills required
• Able to work under deadlines and specific time frames
• Able 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 (bachelor’s degree preferred)
• Two years experience in relocation or closely related customer service industry preferred

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
• Able to multi-task and organize workflow to manage daily responsibilities, meet deadlines and prioritize work

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 perceive 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.

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 perceive attributes of objects and materials
• Special Vision Requirements: Specific vision abilities required by this job include close vision and ability to adjust focus.

Equal Employment Opportunity

The Suddath Companies is an equal opportunity employer 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.