Customer Care Coordinator

Coleman Worldwide Moving•Indianapolis, IN

About The Position

The Customer Care Coordinator will book and coordinate either military or consumer shipments, act as liaison to customer, providing support and communication with customer about expected move and arrival times and dates, collect and relay shipment information and documentation for customers, and distribute information to appropriate facilities, and provide problem resolution as necessary. Collect pre-move surveys as well as weights and preapprovals and update company software and the carrier. Track shipments’ estimated time of arrival and delivery information and update company software and the carrier. Monitor clearing email to clear shipments as they arrive and provide main point of contact for moves, both internally and externally. Monitor email for new shipment offerings and monitor quality scores and verify accuracy. Secure customer payment, including verify method of payment, credit card annotation and confirm any and all information provided from the customer and ensure the agent has the accurate information. Liaison between the agents and customers to determine the agreeable time to for crews to pack, pickup, or deliver the customers’ shipment. Proactively communicate information to the customer from operations regarding their move, including pickup and delivery information. Proactively coordinate with customers and claims to rectify any damages that may occur and communicate any problems not rectified locally with the supervisor to ensure customer satisfaction. Other duties as assigned. Take part in a company that has been successful for over 100 years and is still growing - join the Coleman Team today!

Requirements

Ability to book and coordinate shipments.
Strong communication and customer service skills.
Experience in relaying shipment information and documentation.
Proficiency in updating company software and carrier systems.
Ability to track shipment status and update relevant parties.
Experience in monitoring emails for new offerings and quality control.
Skills in securing customer payments and verifying information.
Ability to liaise between agents and customers.
Proactive communication skills.
Experience in coordinating with claims departments.
Problem-solving skills.

Nice To Haves

Experience with military or consumer shipments.
Familiarity with pre-move surveys, weights, and preapprovals.
Experience in handling customer payment verification, including credit card annotation.
Experience in coordinating crew schedules for packing, pickup, or delivery.

Responsibilities

Book and coordinate military or consumer shipments.
Act as a liaison to the customer, providing support and communication regarding expected move and arrival times and dates.
Collect and relay shipment information and documentation for customers.
Distribute information to appropriate facilities.
Provide problem resolution as necessary.
Collect pre-move surveys, weights, and preapprovals.
Update company software and the carrier with shipment information.
Track shipments’ estimated time of arrival and delivery information.
Monitor clearing email to clear shipments as they arrive.
Serve as the main point of contact for moves, both internally and externally.
Monitor email for new shipment offerings.
Monitor quality scores and verify accuracy.
Secure customer payment, including verifying method of payment, credit card annotation, and confirming all customer-provided information.
Ensure the agent has accurate information.
Liaise between agents and customers to determine agreeable times for packing, pickup, or delivery.
Proactively communicate operational information to the customer regarding their move, including pickup and delivery details.
Proactively coordinate with customers and claims to rectify any damages.
Communicate any problems not rectified locally with the supervisor to ensure customer satisfaction.
Perform other duties as assigned.