The Move Manager (MM) is tasked to ensure that all assignees receive excellent move services from SIRVA and its partners.
Reporting to the Operations Manager, you'll be responsible for:
Focus on excellent customer service in each aspect of the move process;
Manage the move process by coordinating the required services according to the agreed process and applicable policies;
Prepare first time right documentation and communication required as per process and applying data privacy principles;
Work in partnership together with designated partners, Team, assignees and account counterpart in every stage of the transfer process;
Promptly and properly answer calls/e-mails from assignee and source information from the relevant stakeholders when needed. Keep the assignee informed on your actions and timings;
Identify exceptional situations and support exception requests by obtaining and providing information required by the Account or any other stakeholder;
Pro-actively inform Assignee on process, timelines, responsibilities and keep them updated on progress at all times;
Coordinate the communication and tasks of all relevant parties in the transfer process to deliver their service correctly and timely. Actively seek updates from parties involved and ensure to be aware of progress and latest status at all times;
Keep complete and accurate files at all times and complete all tasks accurately, including on time releasing of Purchase orders and on time billing according to the agreed procedure;
Identify non-conformities in the process and undertake the necessary actions to resolve these and report back on actions taken to stakeholders. Discuss with the Operations Manager how to adjust in future and ensure appropriate registration in NCR system;
Resolve an escalation (low/medium risk) swiftly and satisfactory. In case of high risk escalations, proactively & appropriately involve your Senior Move Manager for immediate action, provide the necessary background information and source additional information upon request;
Manage the suppliers involved according to agreed policy and procedures (both Team offices & partner network) and report feedback on cooperation on a regular basis to Operations Manager;
Project member: participation and ownership in assigned project groups.
Intermediate vocational education (MBO) or higher
Preferably experience in an international or logistic environment with the field of customer service.
Excellent command of the English language, other foreign languages is an advantage
Strong communication and interpersonal skills
Organisational skills and ability to identify priorities
Strong commitment to service delivery and logistics