Move Coordinator

MoveOne Inc   (Douala, Cameroon)

Posted : 6 July, 2020

Category : Supply Chain, Logistics, transport and Moving   Location : Douala, Cameroon

Job type : Full Time

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POSITION TITLE: Move Coordinator

 

 

 

DEPARTMENT: Moving

 

 

 

REPORTS TO: Regional Manager: Household Goods Co-ordination: ME & CA

 

 

 

POSITION PURPOSE:

 

 

 

1.    To provide the highest standard of service to our customers in managing their move, ensuring the positive perception of the company and its services and securing excellent feedback.

 

2.    To apply the Move Management Process to each and every move, ensuring accurate and timely completion of all administrative tasks associated with each move.

 

3.    To ensure all steps of the move management process are followed and recorded in the appropriate systems.

 

4.    To work hand in hand with the sales and operations teams to ensure maximisation of profit opportunities and smooth process for the customer.

 

5.    Maximize profitability by ensuring all services are invoiced and paid for as per business terms and conditions.

 

6.    Perform accurate review of any kind of service by the vendor and compare the same to the vendor quote and invoice.

 

 

 

PRINICPAL ACCOUNTABILITIES:

 

 

 

1.    To fulfil the responsibilities and authorities of a Move Coordinator, as outlined in your letter of appointment.

 

2.    To manage all administrative tasks related to the position of Move Coordinator as per Move Management Process

 

3.    To ensure accurate and timely completion of all documentation and necessary approval from the Regional Manager for HHGS  as and when required.

 

4.    To elevate any issue or dissatisfaction from the customer to the Regional Manager for HHGS after trying to resolve at own level.

 

5.    To actively use Job Progress Report in Intrack and report any problems as and when required.

 

6.    To keep Operations informed of any VIP, complex or problematic move in order to anticipate issues and possibly prevent them.

 

7.    To actively communicate with assignee/client at all stages of the move and manage expectations by clearly explaining the process each time.

 

8.    To endeavour to delight clients, by anticipating their needs and providing stellar service, at all times projecting the services and image of Move One.

 

9.    To provide coverage for colleagues on any type of leave, etc.

 

10.  To ensure the systems are utilized to their full capacity to maximize efficiency, and updated at all times to ensure availability of up-to-date information for all teams

 

11.  To develop your own knowledge of systems and customer service/professional skills through self or online training. 

 

12.  To maximize the utilization of resources available to the Company towards the achievement of annual objectives.

 

 

 

13.  To ensure the continuous improvement of operational efficiency and quality, complying with procedures and policies through fostering productive working relationships with all colleagues.

 

14.  To be aware of all relevant Service Level Agreements, and ensure that account specific needs are followed at all times.

 

15.  To ensure the financial review is performed for every vendor invoice pertaining to the job, to identify any discrepancies from agreed rates/quotes to Invoice. Financial review needs to be recorded on the Progress Report on the job.

 

16.  To actively participate in branch functions and Corporate Social Responsibilities initiatives.

 

 

 

DUTIES/ FUNCTION TASKS:

 

 

 

1.    Opening and timely closing of jobs as per attached KPI’s

 

2.    Creating invoices and submitting for approval as per attached KPI’s

 

3.    Managing all move documentation and system entries to ensure all is updated in a timely and complete way as per Company policy

 

4.    Ensuring payments are received ahead of packing from private and non-credit approved Corporate/Agents

 

5.    Adhering to Service Level Agreements for each individual Corporate/ Agent accounts (where applicable).

 

6.    Ensuring that terms and conditions and insurance proposal forms are accurate and complete and uploaded on each file handled.

 

7.    Providing clear and precise communication both internally and externally.

 

8.    Communicating and supplying all relevant information to service partners, agents and other parts of the Move One organisation.

 

9.    Using the ‘Status Update’ function in Intrack in a complete and timely way.

 

10.  Capturing and recording (wherever possible in Intrack as progress, report update) all feedback (good and bad) and conversation with customers and forwarding relevant data to your line manager.

 

11.  Adhering to the company’s ‘reply within 24 hours’ policy on all communications (emails, phone calls, letters etc).

 

 

 

 

 

GENERAL RESPONSIBILITIES:

 

 

 

1.       To maintain high standards of personal presentation and ensure personal working area is kept clean and tidy at all times.

 

2.       To adhere to quality standards and procedures.

 

3.       To seek at all times ways and means to further enhance the Move One image and reputation through improvements of presentation and customer service.

 

4.       To ensure correct and full use of Company’s Operating systems including but not limited to Intrack.

 

5.       Any other duties as assigned by the Company.

 

 

 

QUALIFICATIONS

Minimum 3 years Moving Coordination Experience is preferred

Strong English skills (written and verbal) are essential.

Preference of College degree

Excellent Customer Service Skills.

PC applications: Word, Excel, Open Office, Windows

Demonstrated ability to work in a proactively diverse and inclusive organization.

Ability to gain respect and build good relationships with customers, partners and colleagues

Excellent time management and multi-tasking skills

Effectively works well under pressure.

WORK REQUIREMENTS

Provide “after hours” contact information to clients when in the middle of service delivery.

Frequent, consistent verbal and written communication.

Able to maintain regular, predictable attendance.