International Move Coordinator

Job content

SIRVA Worldwide Relocation and Moving is a global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. With 75 owned locations and more than 1,000 franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that strikes the right balance of self service and human support. From relocation and household goods to commercial moving and storage, our portfolio of Brands (SIRVA, Team Relocations, Allied, northAmerican, & SMARTBOX) provides the only integrated moving/relocation solution in the industry. By leveraging our global network, we deliver a superior experience that only a “one-stop shop” can provide. We’re a team that works globally to provide the best service locally — a company that is everything you need, everywhere you need it. For more information please visit www.sirva.com.
SIRVA brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the brightest and most driven people in the industry. At SIRVA, you will be in great company!

At SIRVA, we’re committed to cultivating a workplace that reflects the diversity of the global organizations that we serve. We recognize that building an inclusive, engaged company culture results in empowered employees that reflect a wide range of approaches and perspectives. Those perspectives lead to new ideas. New ideas lead to innovation and excellence. Our approach to diversity, equality and inclusion is driven by a commitment to these values and a belief that diversity makes our company stronger.

SIRVA is an equal opportunities employer. We evaluate qualified applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status genetic information or any other consideration made unlawful by applicable local legislation. SIRVA also prohibits harassment of applicants and employees based on any of these protected categories.

It is SIRVA’s policy to comply with all applicable country and local legislation. SIRVA continually reviews all local and country legislation applicable to our recruiting practices. For more information, please send an email to ROWHRSirva@sirva.com

If you need a reasonable accommodation because of a disability of any part of the employment process, please send an email to Human Resources at ROWHRsirva@sirva.com and let us know the nature of your request and your contact information.

POSITION SUMMARY
The IMC acts as the primary point of coordination providing service delivery to our clients and their assignees whilst maintaining the highest level of customer service.
The IMC will be the first point of contact for the moving aspects of an employee’s relocation. They will support and organize the movement of household goods and personal items for our client’s assignees. They will be responsible for guiding the employee through the process ensuring that you provide an excellent level of customer service. The IMC will have strong organisation skills, problem-solving abilities, cultural awareness and time management abilities.

60%
Communicate Proactively, Build Relationships & Ensure Customer Quality
Customer
-Set move expectations and proactively anticipate the customer’s needs. Handle customer inquiries with a sense of urgency and empathy.
-Phone and e-mail transferee and/or accounts wherever they might be globally, involves occasionally working outside of standard business hours. Summer is our busy season, and customers sometimes need us outside of regular working hours.
-Manage and monitor customer expectations, requests and issues timely and effectively.
-Maintain minimum quality service score as defined by our IMC Scorecard.
-Full accountability for the success of each assigned move.
Supply Chain
-Coordinate and communicate the logistics, pricing, move details and troubleshoot/resolve any process glitches.
-Phone and e-mail agent contact with overseas household goods moving agents.
-Phone and e-mail contact with our supply chain in the US/Canada/Overseas (steamship lines, port brokers, truckers).
Account Support
-Communicate and report back to national accounts/bookers as required
-Identify areas for enhancement or improvement; work with management to systematically resolve.
-Internal Support
-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.

10%
Logistics Department
-Follow pre-defined move management process and our proprietary workflow system tasks as defined by the book of business and shipment workflow.
-Anticipate, plan and ensure the most efficient and cost-effective shipment routing based on customer requirements.
-Select and coordinate with the best household goods movers at origin and destination, truckers and freight lines (ocean/air/road) to best forward the shipment according to account requirements.
-Partner with customs and other governmental agencies as required.
-Mitigate adverse financial impact of problematic situations through use of technical knowledge, established business contacts and persistence.

10%
Move Administration
-Data integrity: Document within the Globalcom/PROMOVE/Navision systems all customer, agent and move information including revenue, expense and correspondence/action taken.
-Paperwork and file management: responsible for all shipping documentation and timely forwarding to destination agent, port agent, inland carrier etc. while minimizing paper files by utilizing system notes and scanning capabilities.
-Enable billing: Ensure all updated revenue information is complete and all relevant paperwork to support accurate and timely billing is delivered while partnering with billing staff.
-Work disputes/exceptions: Prioritize the prompt investigation and resolution of all revenue disputes and expense exceptions
-Claims initiation: Ensure that the proper documents are prepared and passed to the claims group. Ensure the customer understands the requirements of filing a claim and support the follow-through.

10%
Customer Satisfaction & Exception Resolution
-Manage and monitor the 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 the KPI’s are met

QUALIFICATIONS AND PREFERRED SKILLS
* Minimum 2 years of industry/freight forwarding experience OR 3 years of related customer service experience
* Basic geographical knowledge would be an advantage
* 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
* Excellent written and verbal communication skills
* 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
* Strong presentation skills, business etiquette and interpersonal skills
* PC proficiency – Word, Excel, PowerPoint, Outlook and job-related systems
* Strong preference for secondary language skills

EDUCATION AND CERTIFICATION REQUIREMENTS
* Bachelors/graduate degree preferred

As part of any recruitment process, the SIRVA Relocation Ltd (and any of its subsidiaries) collects and processes personal data relating to job applicants. The organisation is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.
What information does the organisation collect?
The organisation collects a range of information about you. This includes;

• Your name, address and contact details, including email address and telephone number;
• Details of your qualifications, skills, experience and employment history;
• Information about your current level of remuneration, including benefit entitlements;
• Whether or not you have a disability for which the organisation needs to make reasonable adjustments during the recruitment process;
• Information about your entitlement to work in the applied for location; and
• Equal opportunities monitoring information, including information about your ethnic origin, marital status, health, and religion or belief.

The organisation collects this information in a variety of ways. For example, data might be contained in application forms, CVs or resumes, obtained from your passport or other identity documents, or collected through interviews or other forms of assessment.
The organisation will also collect personal data about you from third parties, such as references supplied by former employers, information from employment background check providers and information from criminal records checks. The organisation will seek information from third parties only once a job offer to you has been made and will inform you that it is doing so.
Data will be stored in a range of different places, including on your application record, in HR management systems and on other IT systems (including email).
Why does the organisation process personal data?
The organisation needs to process data to take steps at your request prior to entering into a contract with you. It also needs to process your data to enter into a contract with you.
In some cases, the organisation needs to process data to ensure that it is complying with its legal obligations. For example, it is required to check a successful applicant’s eligibility to work before employment starts.
The organisation has a legitimate interest in processing personal data during the recruitment process and for keeping records of the process. Processing data from job applicants allows the organisation to manage the recruitment process, assess and confirm a candidate’s suitability for employment and decide to whom to offer a job. The organisation may also need to process data from job applicants to respond to and defend against legal claims.
Where the organisation relies on legitimate interests as a reason for processing data, it has considered whether or not those interests are overridden by the rights and freedoms of job applicants, employees or workers and has concluded that they are not.
The organisation processes health information if it needs to make reasonable adjustments to the recruitment process for candidates who have a disability. This is to carry out its obligations and exercise specific rights in relation to employment.
Where the organisation processes other special categories of data, such as information about ethnic origin, health, religion or belief, age, gender or marital status, this is done for the purposes of equal opportunities monitoring with the explicit consent of job applicants, which can be withdrawn at any time by contacting a member of our recruiting team.
If your application is unsuccessful, the organisation will keep your personal data on file in case there are future employment opportunities for which you may be suited. The organisation will ask for your consent before it keeps your data for this purpose and you are free to withdraw your consent at any time.
Who has access to data?
Your information will be shared internally for the purposes of the recruitment exercise. This includes members of the HR and recruitment team, interviewers involved in the recruitment process, managers in the business area with a vacancy and IT staff if access to the data is necessary for the performance of their roles.
The organisation will not share your data with third parties, unless your application for employment is successful and it makes you an offer of employment. The organisation will then share your data with former employers to obtain references for you, employment background check providers to obtain necessary background checks.
How does the organisation protect data?
The organisation takes the security of your data seriously. It has internal policies and controls in place to ensure that your data is not lost, accidentally destroyed, misused or disclosed, and is not accessed except by our employees in the proper performance of their duties.
For how long does the organisation keep data?
If your application for employment is unsuccessful, the organisation will hold your data on file for six months after the end of the relevant recruitment process.
If your application for employment is successful, personal data gathered during the recruitment process will be transferred to your personnel file and retained during your employment. The periods for which your data will be held will be provided to you in a new privacy notice.
Your rights
As a data subject, you have a number of rights. You can:

• Access and obtain a copy of your data on request;
• Require the organisation to change incorrect or incomplete data
• Require the organisation to delete or stop processing your data, for example where the data is no longer necessary for the purposes of processing;
• Object to the processing of your data where the organisation is relying on its legitimate interests as the legal ground for processing; and
• Ask the organisation to stop processing data for a period if data is inaccurate or there is a dispute about whether or not your interests override the organisation’s legitimate grounds for processing data.

At SIRVA, we’re committed to cultivating a workplace that reflects the diversity of the global organisations that we serve. We recognize that building an inclusive, engaged company culture results in empowered employees that reflect a wide range of approaches and perspectives. Those perspectives lead to new ideas. New ideas lead to innovation and excellence. Our approach to diversity, equality and inclusion is driven by a commitment to these values and a belief that diversity makes our company stronger.

Job Type: Full-time