Logistics Coordinator

The Logistics Coordinator 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 Logistics Coordinator 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.

You will be responsible for guiding the employee through the process, ensuring that you provide excellent customer service. As an IMC, You will have strong organization skills, problem-solving abilities, cultural awareness and time management abilities.

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.
- General Communication with all parties.
- Manage and monitor customer expectations, and requests and resolve issues timely and effectively
- Maintain minimum quality service score
- Full accountability for the success of each assigned move.

Supply Chain
- Coordinate and communicate the logistics, pricing, and move details
- Troubleshoot and resolve any process glitches.
- General Communication with overseas household goods moving agents including 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.
- Coordinate with various departments to ensure proper completion of all aspects of a move.

Logistics Department
- Follow the 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, truckers and freight lines (ocean/air/road).
- Partner with customs and other governmental agencies as required.
- Mitigate the adverse financial impact of problematic situations.

Move Administration
- Document within the system all customer, agent and move information including revenue, expense and correspondence/action taken.
- Responsible for all shipping documentation and timely forwarding to destination agent, port agent, inland carrier etc.
- Ensure all updated information is complete and accurate
- Prioritize the prompt investigation and resolution of all revenue disputes and expense exceptions
- 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.

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