Relocation Coordinator

Department: Customer Service – Domestic Household Goods (HHG) Role Overview The Move Coordinator serves as the primary point of contact throughout the customer move lifecycle, acting as the central liaison between customers, accounts, agents, dispatch, operations, and sales. This role is critical to ensuring accurate communication, operational readiness, and a seamless customer experience from move initiation through post-move completion. The Move Coordinator plays a key role in delivering exceptional customer service while supporting both revenue growth and operational efficiency. Key Responsibilities Move Initiation (Consumer COD / Corporate Accounts / OA) Schedule surveys for Corporate Account and OA moves and return completed OA surveys to the Booking Agent. Prepare and review estimates for Corporate Account moves, ensuring accuracy and completeness before submission for approval. Communicate unauthorized services requiring customer collection on Corporate Account moves. Conduct introductory calls with customers to explain the move process, confirm dates, and review expectations. Collect required signatures and verify all move details. Ensure all internal systems are updated with current move status and documentation. Establish and maintain clear communication with all stakeholders, including customers, agents, drivers, operations, dispatch, sales, and accounts. Operational Readiness (Consumer COD / Corporate Accounts / OA) Perform periodic customer check-ins to confirm required information and ensure readiness based on operational lead times. Coordinate with Operations to confirm driver and crew scheduling. Manage customer payment collection 48 hours prior to move start, primarily for COD-Consumer moves and unauthorized Corporate Account services. Manage and distribute required paperwork, including sending documentation to SIRVA and copying Revenue Accounting. Operational Execution (Consumer / Corporate / OA) Monitor and facilitate communication among all parties during packing, loading, transit, and delivery. Maintain accurate, real-time job status updates across all relevant systems. Alert Sales of potential issues related to packing, loading, or service execution. Ensure scale tickets, addendums, and additional service documentation are properly retained and shared with appropriate teams. Post-Move Completion (Consumer / Corporate / OA) Conduct post-move follow-ups to gather customer feedback and assess service quality. Assist customers with post-move needs such as debris removal, claims, or damage-related documentation. Resolve issues when possible or escalate as needed. Ensure all move documentation is complete and properly transferred to Revenue Accounting for final processing. Professional Development Partner with your supervisor to assess strengths and development areas. Create and execute a personal development plan aligned with key skills and abilities (SKAs). Actively participate in performance reviews and continuous improvement initiatives. Domestic Household Goods (HHG) move coordination Customer service and client communication Move estimating and documentation management Multi-party coordination (customers, agents, operations, dispatch, sales) Time-sensitive scheduling and logistics Payment collection and billing support Issue resolution and escalation Account contract interpretation and compliance Operational systems and technology adoption Position Requirements Education & Experience Minimum 2+ years of customer service experience required. Experience in the transportation or moving industry (Allied or North American agent experience preferred but not required). Skills, Knowledge & Abilities Strong written and verbal communication skills; ability to respond promptly to emails and voicemails (typically within 30 minutes). High level of organization, time management, attendance, and punctuality. Ability to manage multiple moves and competing priorities simultaneously. Detail-oriented with strong follow-through from start to finish. Customer-focused mindset with a willingness to learn and grow. Comfortable learning and adapting to new technology and systems. Ability to work independently while remaining a strong, collaborative team member. Strong problem-solving skills with ownership mentality. Ability to understand and explain account-specific contracts, approvals, and service limitations. Commitment to maintaining professional, positive working relationships. Continuous learner with a strong customer service mindset. #J-18808-Ljbffr