Freight Forwarder (Hybrid)

Position Summary

Our International Move Management Consultants (IMC) are at the core of what we do. The IMC's principal responsibility is to successfully guide our customers through their international household goods move from beginning to end. To be successful, the IMC will facilitate timely and clear communication with all parties, construct efficient transportation logistics, manage the cost effectiveness and profitability of all assigned shipments, and educate customers and agents regarding process and procedures for international shipping based on their booker of business. Additional responsibilities include supply chain management, invoice dispute resolution in conjunction with the Cost Compliance Analyst (CCA), providing backup assistance for teammates, supplying feedback to network management to improve our supply chain, all whilst focusing on ensuring customer satisfaction. Successful IMCs have world class oral and written customer service skills with a passion for exceeding customer expectations, they love the challenge of having many balls up in the air, thrive in a fast paced environment, they have a flair for math and detailed accuracy, and they are looking for a career, not just a job. We have many opportunities to communicate, both oral and written, in languages other than English so we welcome multi-lingual candidates. Having fun at work is important to us too so our Activities Committee plans fun activities year around, including holiday celebrations, paddleboat races, and charitable events.
This position is open to being filled as a hybrid schedule in our Oakbrook Terrace, IL office.

Essential Functions/Responsibilities

40(%) Communicate Proactively, Build Relationships & Ensure Customer Quality

*Customer

-Set move expectations and proactively anticipate the customer's needs. Handle customer inquiries with a sense of urgency and empathy.

-The IMC will handle between 200-375 customers a year, which may mean 275-400 air, road and ocean shipments.

-Phone and e-mail transferee and/or accounts wherever they might be globally, involves occasionally working outside of standard business hours.

-Summer is our busy season, and customers sometimes need us outside of regular working hours.

-Manage and monitor customer expectations, requests and issues timely and effectively.
-Maintain minimum quality service score as defined by our IMC Scorecard.

-Full accountability for the success of each assigned move.

*Supply Chain

-Coordinate and communicate the logistics, pricing, move details and troubleshoot/resolve any process glitches.

-Phone and e-mail agent contact with U.S. and overseas household goods moving agents.

-Phone and e-mail contact with our supply chain in the US/Canada/Overseas (steamship lines, port brokers, truckers).

*Account Support

-Communicate and report back to national accounts/bookers as required

-Identify areas for enhancement or improvement; work with management to systematically resolve.

*Internal Support

-Coordinate with various departments such as accounts payable, accounts receivable, billing, claims network management and account management to ensure proper completion of all aspects of a move.

40(%) Logistics Management

*Follow pre-defined move management process and our proprietary workflow system tasks as defined by the book of business and shipment workflow.

*Anticipate, plan and ensure the most efficient and cost effective shipment routing based on customer requirements.

*Select and coordinate with the best household goods movers at origin and destination, truckers and freight lines (ocean/air/road) to best forward the shipment according to account requirements.

*Partner with customs and other governmental agencies as required.

*Mitigate adverse financial impact of problematic situations through use of technical knowledge, established business contacts and persistence.

10(%) Pricing & Billing

*Depending on the book of business, accountable for quoting and billing timely according to account requirements.

*Evaluate all aspects of a move to ensure the most profitable route is taken by using tools such as MoveManager, tariff documents and vendor negotiations where tariffs don't exist.

*Adhere to set goals to ensure the KPI's are met (scorecard).

10(%) Exception Resolution

*Working with the CCA, settle invoice exceptions via cost research, comparing quoted rates to invoiced and tariff rates.

*Negotiate with vendors, agent partners and network offices to settle discrepancies.

*Adhere to set goals to ensure the KPI's are met (scorecard).

Qualifications

• Bachelors degree required or equivalent work experience

• At least 3 years industry experience (freight forwarding, import/export) preferred

• Minimum 5 years customer service experience required

Skills

• Strong communication skills: both oral and written with proper business etiquette

• Superb customer service skills

• Strong negotiation skills

• Ability to work in a paperless environment utilizing our imaging system

• Strong analytical skills: understanding of a basic P&L (Profit & Loss) statement

• Effective problem solving skills

• Basic world geography

• Organization: time management, setting priorities, multi-tasking, deadline oriented

• Teamwork and ability to work with different cultures

• Results-oriented

• Proficient in Microsoft Office Applications (Excel, Word, Outlook)

• Multi-lingual a plus
  
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