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Sirva · 3 days ago

International Logistics Consultant (Hybrid)

Oakbrook Terrace, IL

Full-time

Hybrid

Entry, Mid Level

$50K/yr - $65K/yr

2+ years exp

Sirva is a leading global relocation management and moving services company, and they are seeking an International Logistics Consultant. The role involves coordinating the logistics of international moves, ensuring high levels of customer service, managing vendor relationships, and resolving transportation issues.

ConsultingCustomer ServiceDelivery ServiceLocation Based ServicesProperty ManagementReal EstateTransportation

Responsibilities

Communicate Proactively, Build Relationships & Ensure Customer Quality

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

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

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

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

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

Communicate and report back to accounts/bookers as required

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

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

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

Generate rate quotes by obtaining and building Door-to-Door, Port-to-Door or Door-to-Port pricing for all aspects of the international move, inclusive of origin, trucking, freight, customs clearance and destination services through the use of internal systems and external resources (3rd party vendors, agents, steamship lines, network offices, US Customs)

Accountability for margin, vendor selection, transportation expense and final routing of the shipment

Margin management: evaluate all aspects of a move to ensure the most profitable route is taken by using tools such as ProQuote /MoveRight, tariff documents and vendor negotiations where tariffs don’t exist

Accountable for ensuring agents and vendor rate proposals are within fair market value. Ability to negotiate when needed

Settle invoice exceptions via cost research, comparing quoted rates to invoice and tariff rates

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

Document root causes to aid in reducing future occurrences

Abide by formal dispute process when resolving inter-company exceptions

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 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 group. Ensure the customer understands the requirements of filing a claim and support the follow-through

Manage and monitor the customer/vendor expectations, requests and issues timely and effectively

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

Adhere to set goals to ensure the KPI’s are met

Qualification

Logistics ManagementFinancial ManagementCustomer ServiceAnalytical SkillsMicrosoft OfficeCultural AwarenessSecondary LanguageCommunication SkillsOrganizational SkillsTeamworkProblem-SolvingTime Management