Customer Service Rep/ Warehouse
Location: Santa fe Springs

Position Description
Customer Service
$14- $15 depending on experience


Spends a minimum of one-week physically training with as OA/DA coordinator and in-home surveyor in order to learn paperwork process and become familiar with move procedures. Spends at least two (2) days observing a household pack, load, unload and a tour of the warehouse facility in order to become familiar with each phase of the move process. Reviews all contracts in order to become familiar with terms of contracts and for verification of what is or what is not authorized in move process.

Responsibility to receive all orders and writes up customer service orders.

 Submits customer service orders to O/A coordinator for surveyor assignments.
 Receives survey results from surveyor.
 Forwards paperwork to operations department in a timely manner.
 Contacts customers to explain moving services for assigned national account business.

Develops excellent rapport with the customer and account through phone contact at various times during the move process. Responds promptly to problems or service failures when the situation arises by contacting supervisor, dispatch, operations manager, etc., depending upon where problem originates to resolve it.

 Performs the customer service checklist function on every move as described in customer service guide.
 Appoints service agents from field service directory at origin and destination including arranging additional services when necessary.
 Reviews and verifies accuracy and completeness of all paperwork.
 Contact origin agent with dates of move and obtain bill of lading.
 Registers shipment via service order.
 Acts as point-of-contact between customer, driver and operations department.
 Informs the operations department of any changes taking place after registration.
 Relates all relevant information regarding problems that arise to the appropriate personnel.
 Informs the customer of any changes, delays or unusual circumstances.
 Prepares and processes estimates, letters and other move correspondence.
 Maintains tickler/action item report and sets up move files as needed.
 Assists the sales department in lead generation or mailings as needed.
 Provides estimated ratings when necessary.

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