Customer Experience Coordinator

General Position Summary General position summary: This position is responsible for counseling and educating the customer on all moving-related service needs. This position’s main purpose is to liaise between the customer, client, Suddath Account Manager and all service providers with an overall goal of creating an exceptional experience. This position reports directly to the Customer Experience Manager and/or the Director, Customer Experience. Benefits 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 and scroll down to view our employee benefits. Essential Duties & Responsibilities Perform introductory and pre‑move counseling call meeting the client’s SLA. Perform, with the customer moving, all pre‑move calls, pack/load/delivery calls, etc. Manage the day‑to‑day customer service needs of all customers and clients. Provide clear communication, both verbal and written to all customers and clients. Provide timely and accurate information in response to incoming customer phone and email messages. Analyze survey results to identify items outside of the client policy and communicate those with the customer or seek exception approval from the client when appropriate. Process customer files according to established client policies. Ensure proper COD collection is obtained for overages. Update and maintain operating system with accurate and timely data in all platforms, including the client’s management system. Perform daily workflow tasks and ensure all contact points are made on each move within the assigned timeframe. Obtain actual services rendered (i.e. weight, labor, etc.) prior to delivery and communicate with the client or customer any additional COD charges outside the client’s relocation policy. Timely management of the collection of these overages prior to delivery. Maintain acceptable post‑move survey scores that align with client SLA’s and/or Suddath internal goals and SLA’s. Maintain minimal write‑offs that would negatively impact Moving and Storage and/or Suddath. Not to exceed the value of $725.00 quarterly. 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 Supervisory Responsibilities This position has no supervisory responsibilities. Education & Experience High School diploma (bachelor’s degree preferred) Two years experience in relocation or closely related customer service industry preferred Type 40‑50 WPM Proficiency in Microsoft Office Language Skills Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals Ability to write routine reports Ability to speak effectively before groups of customers or employees of organization Excellent written and verbal communication skills Mathematical Skills Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume Ability to apply concepts of basic algebra and geometry Reasoning Ability Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form Computer Operations To perform this job successfully, an individual should have strong knowledge of Microsoft Office Suite, and the ability to learn and effectively use software applications such as move management, accounting/billing, HRIS, timekeeping and other applications used in the performance of job duties. Planning / Organization 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, meet deadlines and prioritize work Certificates / Licenses / Registrations No certificates required. Working Conditions Cubicle working environment. Noise level in the work environment is usually moderate. Physical / Environmental Demands Stand - Under 1/3 Time Walk - Under 1/3 Time Sit – Over 2/3 Time Use hands to finger, handle, or feel - Over 2/3 Time Reach with hands and arms – 1/3 to 2/3 Time Climb or balance – None Stoop, kneel, crouch or crawl – Under 1/3 Time Talk or hear – over 1/3 to 2/3 time Taste or smell – None Other - None Physical Activity Level The employee must occasionally lift and/or move up to 10 pounds. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to reach with hands and arms. Manual Dexterity Manual dexterity sufficient to reach/handle items, works with the fingers, and perceives attributes of objects and materials. Special Vision Requirements Specific vision abilities required by this job include close vision and ability to adjust focus. Equal Opportunity Employer The Suddath Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. EEO Statement The Suddath Companies are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or protected veteran status and will not be discriminated against on the basis of disability. Veterans / Disabled EQUAL OPPORTUNITY EMPLOYER VETERANS/DISABLED #J-18808-Ljbffr The Suddath Companies