Move Management Consultant

SIRVA BGRS is the global leader in moving and relocation services, offering solutions for mobility programs to companies of every size.

With SIRVA BGRS locations and franchised and agent locations in 177 countries, we offer unmatched global breadth supported by localized attention and innovative technology that strikes the right balance of self-service and human support.

By leveraging our global network, we deliver a superior experience that only a “one-stop shop” can provide.

We’re a team that works globally to provide the best service locally — a company that is everything you need, everywhere you need it

We are now seeking applicants to join our Customer Experience Move Management team which is affiliated with our Allied Moving brand. This opportunity has become available as we grow our team to support continued business growth & client expansion across the APAC region.

Why work for SIRVA BGRS?

Being an international brand with a cross-regional structure your career opportunities could be endless You can make colleagues, connections, and friendships the world over with SIRVA BGRS.

Diversity and inclusion are part of our service and therefore part of our DNA. At SIRVA BGRS our Inclusion, Diversity & Equity Alliance (I.D.E.A) is our global initiative that imprints itself on our identity.

SIRVA BGRS has invested in benefits to its employees across health & wellbeing and financial rewards. We are proud to support a flexible hybrid way of working supported by our Work From Home and Core Flex Hours policy - trust & communication Is key to this model and encourages all employees to discuss with their People leaders what works best for you and them.

Move Management Consultant
Position Summary

The Move Management Consultant acts as the primary point of coordination providing service delivery to our clients and their assignees whilst maintaining the highest level of customer service.

The Move Management Consultant will be the first point of contact for the moving aspects of an employee’s relocation. They will support and organize the movement of household goods and personal items for our client’s assignees. They will be responsible for guiding the employee through the process ensuring that you provide an excellent level of customer service. Move Management Consultant will have strong organization skills, problem-solving abilities, cultural awareness, and time management abilities.

Functions and Responsibilities

60% 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.
- 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.

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.

10% Logistics Department
- Follow the 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 the use of technical knowledge, established business contacts, and persistence.

10% Move Administration
- Data integrity: Document within the Globalcom/PROMOVE/Navision systems all customer, agent and move information including revenue, expense, and correspondence/action taken.
- Paperwork and file management: responsible for all shipping documentation and timely forwarding to a destination agent, port agent, inland carrier, etc. while minimizing paper files by utilizing system notes and scanning capabilities.
- Enable billing: Ensure all updated revenue information is complete and all relevant paperwork to support accurate and timely billing is delivered while partnering with billing staff.
- Work disputes/exceptions: Prioritize the prompt investigation and resolution of all revenue disputes and expense exceptions
- Claims initiation: Ensure that the proper documents are prepared and passed to the claims grou