Move Management Consultant (Fixed Term Contract 12 months)
SIRVA
Taguig City, Metro Manila, Philippines
6d ago

POSITION SUMMARY

The Move Management Consultant Corporate is responsible for coordinating International and / or Domestic relocations for Clients.

In addition, assistance to the Service Delivery Manager and Operations Manager is necessary in the delivery of services, KPI reporting and prompt issue escalation and resolution.

To maintain and improve the Quality System within your own area of responsibility, conforming with Company policies, requirements and standards in relation to Quality Standards ISO 9001, FIDI FAIMPLUS and the International Global Service Charter, as well as ensuring compliance with other legislative restrictions and requirements.

To support all aspects specific to the Corporate Move Management ASME product ensuring maximum efficiency, professionalism and consistency of service provided to all corporate clients, and our Allied and global network partners, and in conjunction with other regional Leaders and Move Management CX team members across the APAC region

FUNCTIONS AND RESPONSIBILITIES

Communication

  • Provide communication to each assignee regarding the status of all elements of their move
  • Ability to interpret and distinguish specifics of each policy and explain how it applies - where required.
  • Actively manage any assignee issue if / when they arise and ensure 360-degree communication of situations and provide the resolution
  • Liaise with Corporate HR / Global Mobility Representative / or SIRVA Global Assignment Coordinator to seek clarification on policy issues or queries
  • Proactively contact all customers by phone on a regular basis, following the process and record all details of communications within company systems
  • Ability to pass on information effectively; orally and written
  • Must possess keen influencing and negotiating skills and attention to detail
  • Customer Experience (internal and external)

  • Good level of knowledge of internal and external parties
  • Takes effective action to identify and act on customer needs
  • Acknowledges and respects both internal & external customers
  • Conveys accurate information & delivers quality customer service targets
  • Proactively contact all customers by phone on a regular basis, following the process and record all details of communications within company systems
  • Coordination

  • Ensure complete understanding and application of the requirements of the Network Global Service Charter
  • Monitoring professional and congenial liaison with sister companies, franchises, partner agents, agents, Customs & Quarantine Authorities, Shipping Companies and other Commercial Entities at all times, endeavouring to assist them where possible and ensure prompt response is given to all correspondence, including E-mails.
  • Receive and register all required import, export and domestic documentation into applicable company systems, such as AMOS, SISTRS, EDI and Customs CMR, at all times being mindful of the penalties incurred for late reporting to Customs.
  • Closely monitor shipment arrival schedules to ensure early reporting to Customs to avoid late reporting penalties if applicable.
  • Liaise with Shipping Companies and other Commercial Entities to establish any charges due and arrange due payments, obtain necessary documentation to collect containers from the wharf.
  • Maintain close communication with overseas offices, agents and affiliates to ensure timely receipt of appropriate documents to allow on time reporting of cargo.
  • Liaise with Operations Departments, freight forwarders etc regionally to ensure timely collection of containers to and from the wharf and airports.
  • Send pre-alert to overseas agent. Confirm best port of entry and consignment details and destination services charges.
  • Receive all packing documents from relevant parties and prepare documents for to apply for export permit.
  • Close monitoring of container unloading in timely manner to facilitate deliveries within the required time frames.
  • Arrange fumigation, crating, 3rd party services if needed.
  • Ensure outturn reports and delivery documents are sent to origin agents as appropriate.
  • Finance

  • Price and re-price corporate moves as required using company systems and tools.
  • Prepare and create the appropriate invoicing through AMOS and ensure that the appropriate accruals are recorded and entered against each move.
  • Assist in the preparation of administration and financial information as required, including, but not limited to, ensuring correct accruals of freight charges from accounting system as they occur
  • Ensure that all charges are paid by the clients prior to the uplift of goods
  • Systems

  • Maintain follow up systems and maximise success rates where opportunities exist
  • To work according to the requirements of the Company Quality System.
  • Maintain all internal databases as necessary
  • Risk and Compliance

  • To work according to the requirements of the Company Quality System and ensure that the quality system is maintained in accordance with ISO9001, FIDI FAIMPLUS and the Quality and Procedures Manuals
  • To report real and potential problems, as well as any unsatisfactory practices, to your manager for action.
  • Escalate instances of habitually delinquent overseas offices, agents or affiliates to management as appropriate.
  • QUALIFICATIONS AND PREFERRED SKILLS

  • Experience in a customer focused or administrative role, providing end to end services supporting corporate clientele.
  • Experience in either International Relocations or Moving Services would be highly regarded.
  • Demonstrated experience in delivering high level of service to corporate clients is
  • essential
  • Excellent computer skills
  • Fluent in written and spoken English
  • Excellent ability to build rapport and relationships with clients
  • Excellent written and verbal communication skills and diplomacy is required
  • Ability to think and present ideas clearly / logically
  • Must be a team player and self-starter with initiative and drive
  • EDUCATION & CERTIFICATION REQUIREMENTS

  • Bachelor's degree
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