At Graebel, a world leader in relocation and household goods shipping, we believe no detail is ever too small - whether we're moving a single family or an entire corporation. And if we're this conscientious with our customers, imagine the care we'll take with your career.
Anticipate and plan the household goods move portion of a customer's international relocation. Provides superior and proactive customer service to our customers, partners and internal teams. Performs all necessary logistical functions including planning, securing transportation and problem resolution.
Essential Job Functions & Skills:
• CUSTOMER SERVICE: Acts as the primary point of contact for all customer service throughout the move process. Provides the customer with a comprehensive plan based on specific customer needs.
o Performs initial contact with customer, explains benefits based on their relocation policy, sets expectations regarding the move process and understands specific and significant concerns of the customers
o Sets expectations with agents regarding expected levels of service and special needs
o Responds accurately and timely to customers in regard to questions or problems
o Provides proactive updates to customers, agents, management and clients
o Accountable for customer service metrics
• LOGISTICS: Initiate, coordinate and monitor move services to ensure successful logistical coordination of each household goods move.
o Anticipates challenges and plans the most effective shipment routing
o Arranges for special logistical needs - auto shipment, specialty goods, artwork crating
o Selects preferred vendor based on shipment routing, quality and pricing
o Provides guidance relative to customs requirements
o Escalation management: monitors the activities of moves and resolve problems as they arise, engaging management when necessary
• PROFITABILITY: Maintain a profitability target in revenue on all moves. This is achieved through:
o Vendor selection and initial rate negotiation
o Effective quoting and knowledge of shipment logistics
o Maintaining low errors and omissions
o Escalate any shipments that will potentially lose revenue when needed
• CASH FLOW: Accurately processes billing paperwork within specified department time frames.
o Knowledge of Client invoicing requirements
o Timely collection of vendor invoices and supporting documents
• DATA INTEGRITY: Maintains real time and accurate move information in the electronic move management system.
Proven Superior customer service skills required. Ability to positively engage clients and appropriately counsel difficult customers.
Advanced English communication and teamwork skills and readiness to work in
ever-changing, multicultural environment. Second language is an advantage.
Logistics/forwarding experience would be advantageous
Flexibility, initiative, ability to work under stress and meet targets, open mind, ‘international
feeling’, project managing skills, initiative, analytical thinking, fast learner.
Ability to calculate figures and amounts such as discounts interest, commissions, proportions, percentages, area, circumference and volume.
Education: bachelor degree preferred
The successful candidates will work in central Prague within attractive surroundings, receive a competitive salary with benefits, in an international environment. They will also learn about the industry through our intensive training program and will have the opportunity to work with many of our prestigious clients.
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