Under general direction, develops international rate quotations and routings; coordinates the movement of international shipments worldwide with underlying carriers; coordinates the movement of personal household effects in close coordination with booking agents; and monitors and supports the activities of other Move Managers and Document Support Specialists.
Coordinates the workflow within the region and team ensuring essential tasks are accomplished. Provides timely communication on shipment status to the customer, booking agent, and national account on all shipments. Works as part of team developing expertise in handling issues relating to other members moves. Responsible for move sales to agents, client counseling, ocean and air freight bookings, and individual region profit and loss. Builds and analyzes rates for competitiveness and accuracy and shipment routing. Interprets overseas partner rate agreements for customs clearance requirements, documentation needs, competitiveness of rates, and quality of service to our clients. Coordinates the movement of shipments through underlying carriers (air, sea, land, and rail). Ensures shipments are moved via quoted services. Updates shipment status reports to booking agents (provides Move Management Services to booking agents, per Booking Agent Cycle of Service). Contracts with port brokers, underlying carriers, and other venders to ensure that the International Trafficking and Pricing System (ITS) is maintained as current as possible. Explains overseas customs regulations to all customers. Ensures that proper documentation is received and correctly distributed to minimize shipment delays and to reduce costs. Explains UniGroup Worldwide international shipping procedures to agencies, as it relates to performance as origin, destination, or booking agent. Is very familiar with the UniGroup Worldwide UTS Service Level Agreement (SLA) and enforces the standard set forth therein. Reviews invoices from underlying service providers which exceed projected costs and furnishes International Revenue Accounting with payment/billing instructions (Exception Resolution). Ensures orders are billed in accordance with the quote and services provided. Ensures billable charges are handled in a timely and professional manner and invoices are resolved quickly. Provides timely inquiry response on all questions relating to billing, service and informational inquiries from agents, national accounts, customers, and underlying carriers. Travels to domestic and international agent/partner locations, as required. Develops and maintains excellent customer service. Acts as baseline Move Manager and is expected to Move Manage and provide customer service and shipment counseling on 300 shipments per year.
Performs a variety of other duties as assigned.
Required Minimum Qualifications:
Bachelors degree in Business Administration, Transportation, Geography, Mathematics, Accounting, or related field; or, an equivalent combination of education and relevant business experience. Two or more years of international forwarding experience and two years of direct customer service experience resolving customer problems and communicating resolutions. Ability to interact with agents, traffic managers, representatives of steamship and airline companies, and other team members. Data entry, math, and grammar skills will be tested. Ability to perform arithmetical operations and verify mathematical calculations and to perform computations in both metric and US weights and measures. Excellent verbal communication skills; includes ability to collect/provide information and resolve problems in an articulate, courteous, and tactful manner. Highly organized and able to set priorities effectively. Ability to access, enter, modify, and retrieve data on a PC. Ability to read, write, and speak the English language and compose correspondence. Visual acuity sufficient to accurately review and proof information. Auditory ability to use a telephone. Willing and able to travel, as required, to out-of-town locations and use public transportation vehicles (automobiles, airplanes, buses, etc.).