Support Services Coordinator

at SIRVA, Inc. in Oakbrook Terrace, Illinois, United States

Job Description

Role Overview
This role will report to the Manager, Business Operations. The successful candidate will be handling back end support operations responsible for issue resolution and exception processing. The team will be responsible for assisting and supporting a suite of services offered to our customers on assignment, in various locations throughout the world. The Support Services Coordinator ensures our customers have the appropriate support for a hassle free assignment.

The role carries responsibility for high levels of customer service in a fast-paced environment. The successful candidate will possess superior collaboration skills to successfully work with stakeholders including but not limited to Client Services, Supply Chain Management and Client Accounting / Finance.

What You'll Be Doing
Customer Service
Superior ability to identify and understand customer needs and address them in a timely manner
Address escalations timely and with superior professionalism with a customer \ client mindset
Adhere to the Sirva core competencies at all times

Tasks
Manage and resolve queries and escalations on a timely basis (initial acknowledgement within 24 hours)
Monitor customer inquiry and exception workflows regularly to ensure resolution within the defined service level agreement (SLA)
Attend and service client calls as necessary.
Need to be a team player with excellent ownership
Perform tasks in accordance with any statutory or legal requirements.
Ensure all resolutions and processing are in line with the process and rules of engagement.
Communicate at regular intervals to the customer and / or stakeholder advising on the status of the request
Ensure all interactions and transactions are accurately and timely documented in the ticketing / tracking systems and business operations systems for full transparency.
Save all departmental documents electronically in an easy to retrieve location and adhere to a paperless environment.
Work closely with our supplier management team, client accounting teams and destination service providers in multiple locations across the world to ensure quality and timely services are being rendered to our customers.
Ensure continuous learning and development of self.
Contribute to the knowledge base for the betterment of overall operations
Recommend process improvements changes based on business objectives
Projects and / or tasks as assigned by supervisors.
What You Bring to Sirva

Bachelor's Degree preferred
2 years of experience in business operations process
Excellent communication skills (both written and verbal)
Multilingual (French, Russian, Japanese, Italian, Spanish) is an asset
Knowledge of relocation industry will be an added advantage
International experience will be an added advantage
Demonstrate high levels of customer service and operational excellence
Experience in multichannel communication environment
Ability to multi-task and prioritize in a fast paced environment
Ability to collaborate successfully with employees from other departments
Proficient in Microsoft Windows environment (Excel, Word, PowerPoint, SharePoint)
Career oriented individual looking for a long term association
You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation.
What Sirva Offers
Competitive salary and incentive plans
Workplace flexibility for a balanced work/life approach
Comprehensive benefits packages and wellness program
Generous company-paid vacation days and holiday time
Challenging, collaborative, diverse corporate culture
Ongoing opportunities for learning and career development

Hours: Monday - Friday 10AM - 6PM or 12PM - 8PM and Occasional weekends 10-6PM or 2PM-10PM

SIRVA Worldwide Relocation and Moving is a global leader in moving and relocation services, offering solutions for mobility programs to companies of every size. With 75 owned locations and more than 1,000 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. From relocation and household goods to commercial moving and storage, our portfolio of Brands (SIRVA, Team Relocations, Allied, northAmerican, & SMARTBOX) provides the only integrated moving/relocation solution in the industry. 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. For more information please visit www.sirva.com.

SIRVA brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance,... For full info follow application link.