Customer Care Coordinator

Coleman Worldwide Moving•Midland City, AL

17d

About The Position

The Customer Care Coordinator books and coordinates military or consumer shipments and serves as a liaison and primary point of contact for customers throughout their move. The role provides support and updates about expected move and arrival times, collects and relays shipment information and documentation, distributes information to appropriate facilities, and resolves problems as needed. The coordinator also works with agents, operations, claims, customers, and supervisors to coordinate shipment activities and address issues.

Responsibilities

Book and coordinate military or consumer shipments.
Provide customer support and communicate expected move, arrival, pickup, and delivery dates and times.
Collect and relay shipment information and customer documentation, and distribute information to appropriate facilities.
Collect pre-move surveys, shipment weights, and preapprovals; update company software and the carrier.
Track estimated shipment arrival and delivery information and update company software and the carrier.
Monitor clearing email to clear shipments as they arrive; serve as the main point of contact for moves internally and externally.
Monitor email for new shipment offerings, monitor quality scores, and verify accuracy.
Secure customer payment by verifying payment method, annotating credit card information, confirming customer-provided information, and ensuring the agent has accurate information.
Coordinate with agents and customers to agree on times for crews to pack, pick up, or deliver shipments.
Proactively communicate operational information about customers’ moves, including pickup and delivery information.
Coordinate with customers and claims to address damage; communicate problems not resolved locally to the supervisor to support customer satisfaction.
Perform other duties as assigned.