Customer Care Coordinator

Coleman Worldwide Moving•Midland City, AL

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. Essential Functions: 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
Ability to act as a liaison to customers
Ability to provide support and communication regarding move details
Ability to collect and relay shipment information and documentation
Ability to distribute information to facilities
Ability to resolve problems
Ability to collect pre-move surveys, weights, and preapprovals
Ability to update company software and carrier systems
Ability to track shipment arrival and delivery information
Ability to monitor clearing emails
Ability to serve as a point of contact for moves
Ability to monitor emails for new shipment offerings
Ability to monitor quality scores and verify accuracy
Ability to secure customer payment
Ability to verify payment methods
Ability to liaise between agents and customers
Ability to communicate proactively with customers about their move
Ability to coordinate with customers and claims departments
Ability to communicate problems to a supervisor

Nice To Haves

Experience in a company successful for over 100 years
Experience in a growing company

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 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
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 crews to pack, pickup, or deliver shipments
Proactively communicate operational information to the customer regarding their move, including pickup and delivery information
Proactively coordinate with customers and claims to rectify any damages that may occur
Communicate any problems not rectified locally with the supervisor to ensure customer satisfaction
Perform other duties as assigned