Share Email Opening Title International Customer Experience Specialist  Description Candidate Profile Hilldrups International Customer Experience Specialist will be accountable for customer service on international moving services for corporate, government and private business. Communicates with the customer and account throughout the entire relocation process. The incumbent will counsel customers and coordinates moves for assigned accounts, as well as monitor moves and maintains direct contact with customers from the start of the move to its successful completion. Responsible for assuring customers are highly satisfied with their moving experience and returning high CSQ ratings.   Position Scope Under the supervision of the International Customer Experience Manger and working in conjunction with the Intl Operations team, communicates with local Hilldrup branches, our global network of agents, and 3rd party providers to ensure the exceptional service delivery of international moving services on assigned files and clients. Maintains strict adherence to client contract and policy specifications. Manages, grows, and maintains relations with international customers. Significant Responsibilities and Essential Functions Responsible for all communications with the customer throughout their relocation in order to maintain a high quality of customer service including but not limited to pre-move consultation and planning, survey, scheduling the move, documentation assistance, move day courtesy call, in-transit and customs updates, scheduling delivery, delivery day courtesy call, post-delivery follow up, and claim filing assistance; Receives and responds to requests from corporate, government, and/or private accounts and Hilldrup Branches including but not limited to new move initiations, quote requests, and general questions; Responsible for the final presentation of quotation/pricing letter to customer/account and follow up on competitive bids to assist in improving closing ratio; Responsible for updating external client systems as required by contract including pricing, move dates, shipment details, documentation, notes, and status updates; Acts as first point of contact for assigned account contacts including but not limited to HR, Global Mobility, and Relocation Counselors. Keeping them well updated on the status of their employee or Government members move; Works in Hilldrup systems to update orders through completion of the file; Schedules pre-move surveys in Quotes-To-Go and Outlook Calendar for Hilldrup branch serviced moves; Schedules local services in Hilldrup systems for Hilldrup branch serviced moves; With assistance of Intl Operations Specialist team, ensure that shipments are routed to meet client expectations and quoted transit times or Required Delivery Dates (RDD), constantly monitoring and keeping the customer updated, communicating delays when applicable; Responsible for reviewing all customs regulations and informing the customer of all necessary regulations, paperwork/documentation required for an international relocation; Ensures that required documentation is received from the customer, uploaded to our system, and correctly distributed to all stakeholders in the move; Works closely with the Intl Operations Specialist ensuring notes in the Hilldrup System are accurate and updated throughout the entire move process; Design, analyze and interpret reports for submission to account clients including status reports; Accompany sales staff and Client Services team on joint sales calls and business reviews. Attend international seminars and department training programs as requested; Other related duties as assigned.   Position Requirements Minimum Qualifications: • 4-year college degree or equivalent work experience. • Minimum of 1-2 years’ experience in freight forwarding/logistics preferably. Two or more years’ experience in international business preferred. • Strong ability to work with numbers to negotiate pricing, • Ability to leverage business exchange levels in order to produce more revenue. • Must be able to operate effectively with limited supervision. • Proficiency in Excel, Word and Outlook is imperative. • Effective analytical, decision making, verbal and written communications skills; • Ability to investigate business problems, develop effective recommendations, negotiate, present solutions and resolve problems in an efficient and professional manner.   Incumbents will be expected to embrace, champion and serve as a strong role model for Hilldrup’s organizational competencies/values: Empowered Accountability Fearless Communication Infectious Positivity Purposeful Agility Uncompromised Integrity Unwavering Commitment     Full-Time/Part-Time Full-Time   Position International Customer Experience Specialist   Exempt/Non-Exempt Exempt   Location Stafford, VA, Corporate   EOE Statement Hilldrup is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.   This position is currently not accepting applications. To search for an open position, please go to http://HilldrupMovingandStorage.appone.com

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