Customer Service Liaison

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.
  
  

Summary:

This position is responsible for counseling and educating the customer on all moving related service needs. This position’s sole purpose is to liaison between the customer, Relocation Consultant/Suddath Sales staff and all service providers with an overall goal of creating an exceptional experience.

This position reports directly to the Residential Services Manager.

Key Responsibilities:

• Perform introductory and pre-move counseling call.

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• 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 Suddath policy and communicate those with the customer or seek exception approval from their Manager or appropriate Sales staff.
• Analyze survey results to identify items/services not priced properly; and communicate those with the customer or seek exception approval from their Manager or appropriate Sales staff.
• Provide back-up support to team members when needed or directed by their Manager.
• Process customer files accordingly to secure positive revenue.
• Ensure proper COD collection is obtained for overages.
• Update and maintain operating system with accurate and timely data in all platforms, including move notes and conversations had with the customers. 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 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. Minimal write-offs that would negatively impact Moving and Storage and/or Suddath.
  
  

Job Skills Required:

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• 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
  
  

Minimum job requirements:

• High School diploma (Bachelor’s degree preferred)
• One year experience in relocation or closely related customer service industry preferred.
• Type 40-50 WPM
• Proficient in Microsoft Office
  
  

Interested in relocating to United State? Check out our comprehensive Relocation Jobs in United State page with detailed relocation packages and benefits.

This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties of the jobholder might differ from those outlined in the job description and that other duties, as assigned, might be part of the job.

Certificates and Licenses:

No certifications needed

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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

The pay for this job is $22-$26/hr. and offers an extensive benefits package!

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.