[Hiring] International Move Manager @Mesa

Role Description

Under general direction, constructs pricing, plans and coordinates logistic trafficking, and provides customer service and release to billing of international household good shipments. Responsible to meet established shipment volume, earning, billing and quality metric targets.

• Prioritizes daily customer service and logistic tasks based on importance and global time zone availability of customer, vendor or agent.
• Responsible for construction of competitive quote options to secure bookings from customers.
• Responsible for assigned region’s established revenue, earnings, closing ratio and customer service target.
• Responsible to understand account specific requirements and communicate same to participating agents.
• Establishes and manages customer expectations through proactive communication during the entire move process.
• Establishes shipment routing plans to meet both customer expectations and shipment profitability.
• Arranges for services with vendors and agents, in accordance with each shipment’s routing plan.
• Proactively verifies with vendors and agents that assigned tasks are on schedule, according to the transportation plan.
• Investigates customer service and logistics problems, develops effective recommendations, and negotiates solutions in a highly professional and tactful manner.
• Problem resolution skills to seek alternative solutions when faced with logistic scheduling or service issues.
• Negotiates price reductions to enhance profitability.
• Updates assigned workflow task management system daily to remain in current status by the close of each business day.
• Receives inquiries from and provides shipment status updates to customers, agents and national accounts.
• Enforces standards of the Service Level Agreement.
• Provides COD cost details to shipping customer and coordinates payment via Corporate Cash.
• Ensures that recoverable expenses incurred outside of standard quote parameters are brought to the attention of the customer and accounting to ensure timely collection, in accordance with instructions obtained from the booking agent/national account.
• Explains customs regulations and documentation to customers and agents and provides assistance as needed.
• Arranges short notice vendor payments via approved payment methods.
• Provides feedback to management on vendors and agents when performance is not in accordance with the Service Level Agreement.
• Reviews invoices from underlying carriers which exceed budgeted costs to determine the cause and provide Revenue Accounting with payment and billing instructions.
• Releases files to invoicing within established targets.
• Provides assistance in generating and updating account status reports.
• Performs mathematical computations to determine volume and weight factors.
• Periodically may travel to domestic or international agent locations, as required.
• In conjunction with the Manager, coordinates and oversees training activities of new employees.
• In conjunction with the Manager, coordinates redistribution of daily work assignment in case of team staffing shortages.
• Performs a variety of other duties as assigned.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3-5 years’ experience in Customer Services.

Requirements

• Applies analytical and creative thinking skills to solve complex/technical problems; draws upon experience to develop and recommend solutions.
• Actively influences team collaboration by contributing ideas and work to the team effort.
• Responsible for identifying and implementing quality and process improvements for continuous development to enhance performance.
• Maintains working knowledge of business objectives to maximize contribution toward company results.
• Demonstrates strong verbal and written communication and listening skills; possesses the ability to effectively communicate to all levels of the organization.
• Ability to read, write and speak English fluently.
• Proficient in using multiple software programs and web-based applications such as e-mail, Microsoft Office Suite products, internet browsers, etc.