What are the responsibilities and job description for the Household Customer Service Coordinator position at McCollister's Transportation.?
Position
Household Customer Service Coordinator
Overview
Reports to Manager Customer Service
Primary client focal point to coordinate relocation of household goods.
This individual will work to manage every relocation in an expert, cheerful, and friendly manner while identifying and solving unique family move-related issues. Proactively assess service requirements, coordinate multi-supplier solutions, and ensure client satisfaction through controlled consistent process management. This is an in-office, non-remote position.
Responsibilities
- Work closely with our sales staff and operations planners and dispatchers to insure we deliver the highest level of quality service available.
- Responsible for all daily activity related to the successful relocation of household goods.
- Obtains orders, gathers complete customer information, and quotes client orders.
- Prepare estimates and coordinate third party services.
- Create and update customer profiles.
- Register orders, print tickets, and bills of lading to operations.
- Send correspondence to client, confirming move date.
- Handle all military OA/DA requests.
- Post-move quality calls.
- Prepare driver paperwork and client reports as required.
- Ensure invoicing accuracy to client.
- Handle international relocations, including bookings as well as OA/DA.
- Initiate quick claim process
- Provide solutions to customer issues.
- Schedule services with dispatch.
- Assist other team members as needed.
- Decision making/ problem solving responsibility for non-revenue related issues such as third party service issues, quick claim settlements and date extensions.
- Be the main point of contact for the customer.
Education
- A Bachelor’s degree or equivalent combination of education and experience preferred but not required.
Experience
- A minimum 2 years’ customer service experience in the transportation industry preferred by not required.
- Logistics experience preferred
- Experience with Quotes to Go and AS 400 preferred but not mandatory.
- Competent computer skills, including Microsoft Office Suite and Google G Suite
- Candidate must be able to communicate effectively at all levels of the organization
- Must be organized
- Strong written and verbal communications skills
- Proven track record of working in a team environment and autonomously
Key Competencies
- Partnering and teamwork
- Ability to work with little oversight
- Ability to place 30 transactions (new orders) per month
- Strong attention to detail
- Very organized / Methodical
- Problem solving
- Excellent telephone communication skills, have a clear and pleasant speaking voice
- Team oriented and personally committed to continuous improvement
- Demonstrated ability to interface effectively and positively with all members of the organization
- Computer literacy and typing skills for basic Microsoft Office and Google G Suite applications
- Ability to sit for extended periods of time
- Must be able to travel occasionally, usually day trips to visit with clients
