Customer Experience Coordinator

General Position Summary: This position is responsible for counseling and educating the customer on all moving-related service needs. The role serves as a liaison between the customer, client, Suddath Account Manager, and all service providers, with the goal of creating an exceptional experience. This position reports directly to the Customer Experience Manager and/or the Director of Customer Experience. This is an on-site position in Coppell, TX; however, virtual work is available for candidates who do not reside in the Coppell area. Essential Duties & Responsibilities Perform introductory and pre‑move counseling calls, meeting the client’s SLA. Co‑ordinate all pre‑move calls, pack/load/delivery calls, etc., with the customer during the move. Manage the day‑to‑day customer service needs of all customers and clients. Provide clear verbal and written communication to all customers and clients. Respond promptly and accurately 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 the 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 (e.g., weight, labor) prior to delivery and communicate any additional COD charges outside the client’s relocation policy. Timely manage the collection of overages before delivery. Maintain acceptable post‑move survey scores that align with client SLAs and/or Suddath internal goals and SLAs. Minimize write‑offs that could negatively impact Moving and Storage and/or Suddath; do not 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. Ability to work under deadlines and specific time frames. Ability to develop and maintain positive working relationships with internal and external customers. Education & Experience High School diploma (Bachelor’s degree preferred). Two years of experience in relocation or a closely related customer‑service industry preferred. Proficiency in Microsoft Office (40–50 WPM). Strong knowledge of Microsoft Office Suite and ability to learn and use software such as move management, accounting/billing, HRIS, and time‑keeping applications. EEO Statement Suddath Companies is 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, disability status, veteran status, or any other characteristic protected by federal, state, or local laws. #J-18808-Ljbffr