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Job Description
POSITION TITLE: Move Coordinator
DEPARTMENT: Moving
REPORTS TO: Regional Manager: Household Goods Co-ordination: ME & CA
POSTION PURPOSE:
- To provide the highest standard of service to our customers in managing their move, ensuring the positive perception of the company and its services and securing excellent feedback.
- To apply the Move Management Process to each and every move, ensuring accurate and timely completion of all administrative tasks associated with each move.
- To ensure all steps of the move management process are followed and recorded in the appropriate systems.
- To work hand in hand with the sales and operations teams to ensure maximisation of profit opportunities and smooth process for the customer.
- Maximize profitability by ensuring all services are invoiced and paid for as per business terms and conditions.
- Perform accurate review of any kind of service by the vendor and compare the same to the vendor quote and invoice.
PRINICPAL ACCOUNTABILITIES:
- To fulfil the responsibilities and authorities of a Move Coordinator, as outlined in your letter of appointment.
- To manage all administrative tasks related to the position of Move Coordinator as per Move Management Process
- To ensure accurate and timely completion of all documentation and necessary approval from the Regional Manager for HHGS as and when required.
- To elevate any issue or dissatisfaction from the customer to the Regional Manager for HHGS after trying to resolve at own level.
- To actively use Job Progress Report in Intrack and report any problems as and when required.
- To keep Operations informed of any VIP, complex or problematic move in order to anticipate issues and possibly prevent them.
- To actively communicate with assignee/client at all stages of the move and manage expectations by clearly explaining the process each time.
- To endeavour to delight clients, by anticipating their needs and providing stellar service, at all times projecting the services and image of Move One.
- To provide coverage for colleagues on any type of leave, etc.
- To ensure the systems are utilized to their full capacity to maximize efficiency, and updated at all times to ensure availability of up-to-date information for all teams
- To develop own knowledge of systems and customer service/professional skills through self or online training.
- To maximize the utilization of resources available to the Company towards the achievement of annual objectives.
- To ensure the continuous improvement of operational efficiency and quality, complying with procedures and policies through fostering productive working relationships with all colleagues.
- To be aware of all relevant Service Level Agreements, and ensure that account specific needs are followed at all times.
- To ensure the financial review is performed for every vendor invoice pertaining to the job, to identify any discrepancies from agreed rates/quotes to Invoice. Financial review needs to be recorded on the Progress Report of the job.
- To actively participate in branch functions and Corporate Social Responsibilities initiatives.
DUTIES/ FUNCTION TASKS:
- Opening and timely closing of jobs as per attached KPI’s
- Creating invoices and submitting for approval as per attached KPI’s
- Managing all move documentation and system entries to ensure all is updated in a timely and complete way as per Company policy
- Ensuring payments are received ahead of packing from private and non credit approved Corporate/Agents
- Adhering to Service Level Agreements for each individual Corporate/ Agent accounts (where applicable).
- Ensuring that terms and conditions and insurance proposal forms are accurate and complete and uploaded on each file handled.
- Providing clear and precise communication both internally and externally.
- Communicating and supplying all relevant information to service partners, agents and other parts of the Move One organisation.
- Using ‘Status Update’ function in Intrack in a complete and timely way.
- Capturing and recording (wherever possible in Intrack as a progress report update) all feedback (good and bad) and conversation with customers and forwarding relevant data to your line manager.
- Adhering to the company’s ‘reply within 24 hours’ policy on all communications (emails, phone calls, letters etc).
GENERAL RESPONSIBILITIES:
- To maintain high standards of personal presentation and ensure personal working area is kept clean and tidy at all times.
- To adhere to quality standards and procedures.
- To seek at all times ways and means to further enhance the Move One image and reputation through improvements of presentation and customer service.
- To ensure correct and full use of Company’s Operating systems including but not limited to Intrack.
Any other duties as assigned by the Company
Skills
Minimum 3 years Moving Coordination Experience is preferred
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Strong English skills (written and verbal) are essential.
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Preference of College degree |
Excellent Customer Service Skills.
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PC applications: Word, Excel, Open office, Windows |
Demonstrated ability to work in a proactively diverse and inclusive organization. |
Ability to gain respect and build good relationships with customers, partners and colleagues |
Excellent time management and multi-tasking skills |
Effectively works well under pressure. |
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Provide “after hours” contact information to clients when in the middle of a service delivery. |
Frequent, consistent verbal and written communication. |
Able to maintain regular, predictable attendance. |