Customer Care Coordinator

hace 22 horas

Bogota, Colombia JK Moving Services A tiempo completo

Overview:
Under the JK Moving Services Brokerage Division, this role will report to the JK Moving Services, Customer Service Supervisor. The Customer Care Coordinator - Brokerage oversees all brokerage bookings and provides service support to several service areas within the organization, including COD sales, brokerage sales and relocating transferees booked through the CapRelo network. The Customer Care Coordinator - Brokerage maintains strategic relationship with established carriers, ensuring all relocation activities are performed in accordance with contractual and industry guidelines. This role is the primary liaison between the booker and the carriers who service consumer move management shipments.

**Responsibilities**:

- Manages all assigned brokerage moves from point of shipment acceptance to delivery.
- Provides an outstanding customer service to all customers, including VIP customers, and internal partners.
- Manages all assigned brokerage moves and serves as the main point of contact between the clients and carriers including but not limited to; scheduling and confirming date and time for packing, loading and delivery.
- Receives survey results and verifies all quoted services are in accordance with sales guidelines.
- Handles and find solutions for customer service concerns and escalations.
- Verifies that services are performed as scheduled, alerting all stakeholders to any changes that may occur.
- Responsible for collecting and confirming full payment prior to Delivery of all brokerage booked shipments.
- Obtains and reviews all necessary information and paperwork to ensure an efficient and timely move.
- Ensure all documents and data entered into internal systems are complete, accurate and timely.
- Collects, reviews and provides final rate and all shipment documents in timely manner to accounting.
- Ensures CapRelo tariff rates and contractual obligations are met by carriers.
- Attends to any questions that require a response in the Podium platform.
- Follows up on CapRelo surveys to improve Qualtrics response rate.
- Other administrative duties as assigned.

Qualifications:

- High School diploma or equivalent
- Microsoft Office suite or comparable software packages
- Excellent customer service skills
- High attention to detail
- Excellent math skills
- Logistics coordination
- Advanced English skills, both written and spoken

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