International Customer Service Counselor

Position Overview

Why Choose Suddath to “Move” your Career to the Next Level? At Suddath, you can be part of something special and inclusive! Join a team with a 100+ year reputation for excellence as an innovative, growing, and financially stable company dedicated to promoting a culture that thrives on inclusion and diversity. Recognized as one of the best places to work, Suddath offers a caring, family environment while providing relocation and logistics services worldwide.

Summary: This position is responsible for the overall customer experience for each move handled, managing files and utilizing the Forwarding Department to support forwarding needs. It reports directly to the International Operations Director.

Key Responsibilities:

• Manage the day-to-day customer service needs of all clients.
• Provide clear communication, both verbal and written, to all customers.
• Respond to incoming customer phone and email messages with timely and accurate information.
• Understand and communicate all customs regulations for the destination country while keeping all files up to date in the operating system.
• Process customer files in accordance with established department policies and procedures.
• Update and maintain the operating system with accurate and timely data.
• Ensure new moves are set up and contacted the same day they are received, with clear understanding of move policies and authorizations, and maintain acceptable post-move survey scores.
• Effectively communicate needs to the international forwarding department.
• Manage cost, revenue, and financial performance accuracy for each shipment.

Required Qualifications:

• Excellent verbal and written communication skills.
• Highly customer service oriented.
• Ability to prioritize and re-prioritize as situations change throughout the workday.
• Strong multi-tasking and workflow organization skills.
• Excellent teamwork and interpersonal skills.
• Ability to work under deadlines and within specific time frames.
• A proven ability to develop and maintain positive working relationships with internal and external customers.
• Education: High School diploma (Bachelor’s degree preferred)
• Type 40-50 WPM.
• Proficient in Microsoft Office.

Benefits & Perks

• A competitive wage with a comprehensive benefits package, including a 401(k) plan with company matching.
• Weekly pay for hourly-paid employees and biweekly pay for salaried employees.
• Paid Time Off (PTO) and paid company holidays.
• A tuition reimbursement plan that encourages ongoing education and development.
• For more details on our benefit offerings, please visit https://suddath.com/about/careers/ and scroll down to view our employee benefits.