Under general direction, responsible for all aspects of household goods and/or non-household goods relocation management for domestic and/or international shipments for clients of UniGroup or its operating companies. This includes ensuring that every aspect of moves are coordinated between clients (federal government and/or corporate entities), customers, transportation service providers and agents; and that all information from move initiation to billing and/or claims settlement is accomplished. Ensures that client representatives and customers are completely satisfied in order to maintain clients’ business for the long-term. May also administer specific client program requirements to include qualification, traffic management procedural issues, quality scores, rate filings, cost analysis and customized reporting.
•Coordinates and/or monitors the entire relocation process to ensure that the transportation service providers and/or agents meet or exceed defined expectations.
•Educates customers on client’s policies for the safe and effective transportation of personal household goods.
•Counsels customer, spouse, and family members on the organizational details of a move.
•Selects carriers/agents (UniGroup and non-UniGroup) to be used for relocation services.
•Provides on-going training to ensure that transportation providers complete all actions required by the Move Management system.
•Highlights failures of participating carriers/agents to appropriate management staff.
•Monitors quality assurance programs and the ranking of UniGroup companies and/or agents.
•Reports adverse trends in quality, recommends corrective actions, and follows up with UniGroup staff and service provider representatives.
•Enters, updates and maintains data associated with specific program qualification requirements.
•Manages program and/or rate filing requirements/ deadlines and advises management of approaching deadlines.
•Works special projects assigned and trains additional full-time and temporary staff.
Required Minimum Qualifications:
•Bachelors degree in Consumer Affairs/Economics, Human Environmental Sciences, Business, Communications, Business Administration or related field.
•Three or more years of customer service and business related experience.
•Excellent writing and presentation skills.
•Strong PC skills with proficiency in the use of Word and Excel
•Ability to demonstrate deductive reasoning, data assimilation, and interpretation.
•Highly effective analytical, decision-making, and written/verbal communication skills.
•Ability to investigate complex business problems, develop effective recommendations, negotiate and/or present solutions, and resolve problems in a highly professional and tactful manner.
•Willing and able to travel as required to out-of-town locations and use public transportation vehicles (automobiles, buses, airplanes, etc.).
Preferred Additional Qualifications:
•Five or more years of experience with a UniGroup company or agent to gain knowledge of relocation policies and procedures for commercial and/or government clients.
•Two or more years of account management experience.
•Demonstrated performance history of meeting and exceeding objectives and deadlines.