Role Profile Key Accountabilities:

• Relationship Management – Builds working relationships with internal and external contacts to collaborate on various matters.
• Customer Focus – Proactively corrects and resolves customer service issues and monitors customer satisfaction.
• Results Delivery – Resolves issues of varied scope and complexity where analysis of data requires evaluation of identifiable factors.
• Strives for Excellence – Provides specialist knowledge to immediate team providing technical leadership in knowledge area; serves as a technical resources or advisor to others.

Primary Responsibilities:

Role Overview:

This position will responsible for assisting the Senior Manager, Transportation Services in management of the day to day operations of the Transportation team. This position will provide training, technical and process support and facilitate problem resolution with customers. This consists of assuring that Brookfield GRS Clients are provided the highest level of quality service throughout the moving process by monitoring the suppliers which include household goods, accessorial, auto carriers, insurance, and pet transportation.
 

Primary Responsibilities:

• Manage High Level (VIP) transferee caseload of up to 50% of standard volume
• Manage resolution of serious service issues and report to Operations/Management in a timely manner.
• Exercises both judgment and authority to mediate serious services issues to broker a solution. Any impact financially will also require approval from department Manager and Client Services
• Provides interpretation of Client Household Goods Policies to suppliers with Account Managers approval of such policies to suppliers and other Brookfield GRS departments.
• Prepares cost projections for Operations as needed.
• Provide team coverage for Manager
• Assist with training, prepare training schedules
• Support Manager in establishing work unit objectives and assign work base on case/work load
• Assist with problem resolution and troubleshooting
• Maintain Client, customer and associate satisfaction
• Maintain morale & teamwork at high levels
• Oversee the suppliers’ performance by managing and resolving HHG escalations from assignees, consultants and client services managers. Collaborate with Transportation Governance Team in consolidating feedback on suppliers' performance
• Prepare Client Reports at Client or Operations request.
• Assist Management to train suppliers on BGRS Operational Standards and Requirements( SLA's)
• Assist management suppliers on the usage of the IT Platform
• Ensure Transportation Team members are following current expectations Brookfield Operational practices

Qualifications:

• Diploma / Degree in BA / Supply Chain or equivalent industry qualification
• Extensive knowledge of Household Goods Transportation, methods, pricing, and practices
• Minimum 5 years’ experience in the International Household Goods industry with a background in customer service.

Other Information:

• Excellent communication skills(both oral and written)
• Excellent organizational skills and detail orientation
• Basic understanding of accounting functions, processes and practices
• Computer skills, proficient in Word and Excel, Outlook
• Ability to make decisions, build consensus and set priorities quickly under pressure
• Extensive interaction with all internal departments including operations, Sales, Financial and IT.
• Ability to quickly assess situations, customer needs(internal and external), and implement solutions
• Customer Service focus-balancing both customer perspective and client policies
• Exercises both judgment and authority to mediate serious services issues, if there is a financial impact on the Company due to such mediation, approval from Operations must be obtained.
• Empathy for employees and customers

BGRS values diversity in the workplace and is an equal opportunity employer. We thank all candidates who apply, however, only those selected for a personal interview will be contacted.