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Sr National Customer Service Coordinator

Graebel Van Lines

This is a Contract position in Las Vegas, NV posted September 19, 2022.

ABOUT OUR COMPANY Graebel Van Lines is the largest independent Van Line in the US and a leader in corporate and residential moving services, warehousing and comprehensive workplace solutions.

Recently receiving its Women Owned Business status (WEBNC) and headquartered in Dallas, the new re-launched company is built on the legacy of the Graebel family, which began in 1950, and continued, by its recent acquisition from successful moving industry experts Vauna and Robert Peterson.

We are an energetic, fast paced company looking for someone who will operate with integrity, energy, and a passion for being the best.

SUMMARY Primary point of contact, advocate and advisor for relocating families for Graebel corporate, residential, military or GSA clients.

Perform booking coordination for household goods contract and common carriage customers for interstate, intrastate and local moves.

RESPONSIBILITIES Acts as the primary point of contact for residential or relocating families of corporate clients.

Works as part of a team with Customer Service Assistant to provide oversight and guidance through the entire 72 step move process.

Reviews and approves all services outlined in the relocation cost estimate according to clients policy.

Is required to know all household goods policies, contracts and tariffs for their clients and communicates with Graebel clients to request exception for costs outside of policy.

Councils relocating employee on any costs outside of policy to gain approval and provides oversight to collection of funds when services are performed outside of scope.

Acts as the first point of contact for clients and/or relocating families for problems/issues that may arise during the move process.

Collaborates with other Graebel departments as required (central dispatch, branch operations, claims, accounting, corporate risk etc.) to find solutions.

Has authority to make financial decisions up to $250.00 per file to resolve client issues immediately.

Escalates all issues that cannot be resolved in a timely fashion as appropriate to the CS Supervisor for assistance as required.

Works as mentor to Customer Service Assistant assigned to the client team.

Ensures that all customer files (both virtual and hard copy files) are established and maintained throughout the move process according to Graebel standards (to include imaging).

Is first point of contact for Graebel internal teams as required (accounting, claims etc.) when additional approvals or further clarification is required.

Is responsible to ensure accuracy and maintain the Graebel Household goods system to include documenting the entire move process within rolling remarks to maintain file integrity.

Attend when requested, sales meetings or clients business review presentations as part of the client service delivery team.

Performs other related essential duties as assigned or requested.

Requirements SKILLS, KNOWLEDGE & EXPERIENCE High school/Equivalent is required.

Associates degree in related field is preferred.

Five years of job experience will be considered in lieu of education.

Has proficient understanding of principles in one or more functions.

Typically possesses 5 years of relevant work experience.

Military coordination experience highly preferred Proficient skills with Microsoft products including Outlook, Word, Excel.

Graebel Van Lines, LLC is an EEO/AA Employer: Minorities/Females/Protected Veterans/Disabled All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Graebel Van Lines is a drug-free workplace.

Candidates are required to pass a drug test before beginning employment