Customer Care Coordinator

The Customer Care Coordinator will book and coordinate either military or consumer shipments, act as liaison to customer, providing support and communication with customer about expected move and arrival times and dates, collect and relay shipment information and documentation for customers, and distribute information to appropriate facilities, and provide problem resolution as necessary.

• Collect pre-move surveys as well as weights and preapprovals and update company software and the carrier • Track shipments’ estimated time of arrival and delivery information and update company software and the carrier • Monitor clearing email to clear shipments as they arrive and provide main point of contact for moves, both internally and externally • Monitor email for new shipment offerings and monitor quality scores and verify accuracy • Secure customer payment, including verify method of payment, credit card annotation and confirm any and all information provided from the customer and ensure the agent has the accurate information • Liaison between the agents and customers to determine the agreeable time to for crews to pack, pickup, or deliver the customers’ shipment • Proactively communicate information to the customer from operations regarding their move, including pickup and delivery information • Proactively coordinate with customers and claims to rectify any damages that may occur and communicate any problems not rectified locally with the supervisor to ensure customer satisfaction • Other duties as assigned