Job objective

Manage end to end relocations with a focus to provide excellent customer service, create cost efficiencies and enhance profitability of each relocation within the Agent business.

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Key responsibilities

Financial (Direct ownership)

• Carry out the move based on the payment terms with 100% collections as per TAT
• Prepare a detailed and accurate cost estimate in the system 
• Bill the files as per the TAT
• Price lanes / moves as per OFS (Order for service) received from RMC’s and provide feedback to the pricing team. Monitor and take corrective actions on lanes priced or to be priced.

Operational (Direct ownership)

• Resolve service escalations on a daily basis
• Act as the SPOC for the shipper, Origin Agent and Destination Agent to execute the relocation requirement end-to-end right from enquiry to billing
• Document SLA’s for agent partners and monitor them on a regular basis

Customer (Direct ownership)

• Provide periodic status updates to the shipper on the progress of the move and when requested additionally by the shipper
• Analyse customer responses and initiate proactive actions to ensure customer satisfaction and continued loyalty
• Achieve the benchmarked customer delight scores through superior level of service standards in all email / telephonic interactions with customer
• Liaison with shippers/Agents to address their queries and ensure timely addressal of customer concerns

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Interfaces

External

• Agents – Origin and Destination
• Customers – Shippers

Internal

• Business review meetings with Agent Coordinator
• Operations, Finance, HR, IT, Admin, Legal for support

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Knowledge and experience

Qualification

• Graduate

Experience 

• 7 to 9 years of customer service experience in a similar / customer service industry like relocations, logistics, hospitality