International Move Consultant 1

Sirva•Oakbrook Terrace, IL

About The Position

The International Move Consultant (IMC) acts as the primary point of coordination, providing service delivery to clients and their assignees while maintaining the highest level of customer service. The IMC is the first point of contact for the moving aspects of an employee’s relocation, supporting and organizing the movement of household goods and personal items. They will guide employees through the process, ensuring excellent customer service. The IMC requires strong organizational skills, problem-solving abilities, cultural awareness, and time management. Key functions include communicating with agents, vendors, and customers; managing shipment profitability; educating customers and agents on international shipping processes; and resolving transportation issues. Additional responsibilities include invoice dispute resolution, providing coverage for absent colleagues, and vendor management and selection.

Requirements

Bachelor’s degree required or equivalent work experience
Minimum 2 years of industry/freight forwarding experience OR 3 years of related customer service experience
Basic world geography
Strong analytical skills: understanding of rev, expense margin, basic math (calculate weight, density, CWT, rates, etc), data-based problem solving
Ability to identify potential problems and develop creative solutions without immediate direction or supervision
Strong communication skills: both oral and written with proper business etiquette
Strong organizational skills; the ability to function as part of a team while acting as a self-starter
Ability to manage deadlines, multi-task and operate in a fast-paced environment
Proficient in Microsoft Office Applications (Excel, Word, Outlook)
Teamwork and ability to work with different cultures
Results-oriented

Nice To Haves

Secondary language skills

Responsibilities

Communicate Proactively, Build Relationships & Ensure Customer Quality: Set move expectations and proactively anticipate customer needs. Handle customer inquiries with urgency and empathy. Communicate with transferees and/or accounts globally, occasionally working outside standard business hours. Manage and monitor customer expectations, requests, and issues timely and effectively. Maintain minimum quality service score. Have full accountability for the success of each assigned move.
Supply Chain Communication: Coordinate and communicate logistics, pricing, move details, and troubleshoot/resolve process glitches. Communicate with overseas household goods moving agents. Communicate with supply chain partners in the US/Canada/Overseas (steamship lines, port brokers, truckers).
Account Support: Communicate and report back to accounts/bookers as required. Identify areas for enhancement or improvement and work with management to resolve them systematically. Coordinate with various departments such as accounts payable, accounts receivable, billing, claims, network management, and account management to ensure proper completion of all aspects of a move.
Logistics Management: Follow pre-defined move management processes and proprietary workflow system tasks. Anticipate, plan, and ensure the most efficient and cost-effective shipment routing based on customer requirements. Select and coordinate with household goods movers, truckers, and freight lines (ocean/air/road) at origin and destination. Partner with customs and other governmental agencies as required. Mitigate adverse financial impact of problematic situations.
Financial Management: Generate rate quotes for all aspects of the international move, including origin, trucking, freight, customs clearance, and destination services. Evaluate all aspects of a move to ensure the most profitable route is taken using internal systems and external resources. Ensure agents and vendor rate proposals are within fair market value and negotiate when needed. 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 the formal dispute process when resolving inter-company exceptions.
Move Administration: Document all customer, agent, and move information, including revenue, expense, and correspondence, within the Globalcom/PROMOVE/Navision systems. Manage all shipping documentation and timely forwarding to destination/port agents, inland carriers, etc., minimizing paper files. Ensure all updated revenue information is complete and relevant paperwork for accurate and timely billing is delivered. Prioritize prompt investigation and resolution of all revenue disputes and expense exceptions. Ensure proper documents are prepared and passed to the claims group, and support the customer through the claims process.
Customer Satisfaction & Exception Resolution: Manage and monitor customer/vendor expectations, requests, and issues timely and effectively. Negotiate with vendors, agent partners, and network offices to settle discrepancies. Adhere to set goals to ensure KPIs are met.