International Customer Service Counselor

Why Choose Suddath to “Move” your Career to the Next Level?

At Suddath, you can be part of something special and inclusive!  Join a team that has a 100+ year reputation for excellence as an innovative, growing and financially stable company that is dedicated to promoting a culture that thrives on inclusion and diversity. From numerous awards to being recognized as one of the best places to work, Suddath offers a caring, family environment while providing relocation and logistics services to people and companies all around the world.

What We Offer!

• A competitive wage with a comprehensive benefits package, including a 401(k) plan with company matching
• Weekly pay for hourly-paid employees.  Biweekly pay for salaried employees.
• Paid Time Off (PTO) and paid company holidays
• A tuition reimbursement plan where employees are encouraged to continue their education and development
• For more information on our benefit offerings, please visit https://suddath.com/about/careers/ and scroll down to view our employee benefits. 

Summary:

This position is responsible for the overall customer experience for each move handled.  This position is responsible for managing the file, while utilizing the Forwarding Department to support their forwarding needs. This position reports directly to the International Operations Director.

Key Responsibilities:

• Manage the day-to-day customer service needs of all clients.
• Provide clear communication, both verbal and written, to all customers.
• Provides timely and accurate information in response to incoming customer phone and email messages.
• Understand and communicate all custom regulations for destination country. Utilize the operating system to keep all files up to date, by using the prompts and making notes.
• Processes customer files according to established department policies and procedures.
• Updates and maintain operating system with accurate and timely data.
• Ensure all new moves are set up and contacted the same day as they are received. Ensure he/she understands all move policies and authorizations. Ensure all contact points are made on each move within the assigned timeframe. Maintain acceptable post-move survey scores.
• Successfully communicate needs to the international forwarding department.
• Responsible for cost and revenue management and ensuring the financial performance and accuracy of each shipment.

Job Skills Required:

• Excellent verbal and written communication skills
• Highly customer service oriented
• Ability to prioritize and re-prioritize as situations and needs change throughout the workday
• Ability to multi-task and organize workflow to manage daily responsibilities
• Excellent teamwork and interpersonal skills required
• Ability to work under deadlines and specific time frames
• Ability to develop and maintain positive working relationships with internal and external customers

Minimum job requirements: 

• High School diploma (Bachelor’s degree preferred)
• Type 40-50 WPM
• Proficient in Microsoft Office

This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties.  The responsibilities, tasks, and duties of the jobholder might differ from those outlined in the job description and that other duties, as assigned, might be part of the job.

Certificates and Licenses:

No certifications needed

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

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