Role Overview
The International Move Coordinator– Overseas Booked will be responsible for managing many aspects of international household shipments including managing the relationship with the overseas booking agent and acting as a single source contact for the customer in North America on behalf of the overseas booking agent. To be successful the International Move Coordinator will communicate with agents, vendors and customers, manage the profitability of the shipments, educate customers as needed and agents regarding process and procedures for international shipping and resolve transportation issues. Additional responsibilities include invoice dispute resolution, providing coverage for absent colleagues, vendor management and selection, all the while focusing on ensuring customer satisfaction.
Responsibilities
40% Logistics Management
- Anticipate, plan and ensure the most efficient and cost effective shipment routing based on customer requirements
- Prompt management: utilize the operating system (SCAN) to take actions identified by the system to ensure timeliness of the move process
- Organization: ability to work in a paperless environment utilizing the SISTRS imaging system
- Metrics management: adhere to set goals to ensure the KPI’s are met
- Communication: communicate and coordinate with agents, vendors & customers on all aspects of the move including negotiation of rates where applicable
- Problem resolution: mitigate adverse financial impact of problematic situations through use of technical knowledge, established business contacts and persistence
30% Communicate Proactively and Build Relationships
- Agent: understand and set move expectations. Handle customer issues with a sense of urgency and empathy.
- Superb customer service skills
- Process oriented: follows pre-defined move management process which includes at least 4 phone calls with the transferee
- Phone and e-mail agent contact with U.S. and overseas agents
- Phone and e-mail contact with third party vendors in the US/Canada (steamship lines, port brokers, truckers)
- Agent/supplier: coordinate and communicate the logistics, pricing, move details and any problem resolution
- Agent support: communicate and report back to agents as required
- Support: coordination with various departments such as accounts payable, accounts receivable, billing, claims and account management to ensure proper completion of all aspects of a move
- Agent satisfaction: manage and monitor the expectations, requests and issues timely and effectively. Provide guidance relative to Customs Requirements in over 151 different countries.
- Shared accountability for the success and failure of each move with the overseas booking agent
- Responsible for a targeted annual workload of 400-500 shipments
20% Pricing
- Generate competitive, one-off rate quotes by obtaining and building Door-to-Door, Port-to-Door or Door-to-Port pricing for all aspects of the international move, inclusive of origin, trucking, freight, customs clearance and destination services through the use of internal systems (MoveManager) and external resources (3rd party vendors, agents, steamship lines, network offices, US Customs)
- Accountability for margin, vendor selection, transportation expense and final routing of the shipment
- Margin management: evaluate all aspects of a move to ensure the most profitable route is taken by using tools such as MoveManager, tariff documents and vendor negotiations where tariffs don’t exist
- Accountable for ensuring agents and vendor rate proposals are within fair market value. Ability to negotiate when needed.
10% Exception Resolution
- Settle invoice exceptions via cost research, comparing quoted rates to invoice and tariff rates
- Negotiate with vendors, agent partners and network offices to settle discrepancies
- Document root causes to aid in reducing future occurrences
- Abide by formal dispute process when resolving inter-company exceptions
Qualifications
- Industry experience (freight forwarding, import/export) preferred
- Minimum 2 years customer service experience required
- Strong communication skills: both oral and written with proper business etiquette
- Strong negotiation skills
- Strong analytical skills: understanding of a basic P&L (Profit & Loss) statement
- Effective problem solving skills
- Basic world geography
- Organization: time management, setting priorities, multi-tasking, deadline oriented
- Teamwork and ability to work with different cultures
- Results-oriented
- Proficient in Microsoft Office Applications (Excel, Word, Outlook)
- Multi-lingual a plus
- Bachelors degree required or equivalent work experience
At Sirva, we are committed to fair and transparent compensation practices. In accordance with applicable state and federal laws, we provide the following salary information for this position:
- Position Title: International Move Coordinator
- Salary Range: $50,000-$60,000
- Benefits: Comprehensive benefits package that includes Medical, Dental, Vision, 401(k), FSA/HSA, Employer HSA Match, Life & Disability Insurance, Paid Time Off, Volunteer Time Off, ID Theft Protection Plan and more.
Salary ranges may vary based on location, market conditions, and other factors such as experience and qualifications. The final compensation will be determined during the hiring process based on these considerations.
For positions available outside the United States, salaries will take into account local currency and market conditions, which may differ from the USD salary range. If you have any questions about salary or benefits, we encourage you to ask during the hiring process.
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