Supervisor directly responsible for all facets of operations and customer service processes for the Gap account. • Responsible for ensuring all client specific processes are completed per standard.• Ensure timely update of all client-specific processes.• Work with sales client services team to maximize revenue opportunities and resolve issues. • Responsible for distributing account workload and responsibilities.• Assure that all personnel are provided updated/signed job descriptions outlining expectations regarding duties and responsibilities.• Ensure that all team members complete all customer service steps as outlined in each task definition.• Work with transportation personnel (dispatch and brokerage) to ensure all customer loads are covered.• Serve as first escalation point for any carrier or customer conflicts.• Provide assigned personnel continuous feedback as it relates to job performance through quarterly/annual reviews keeping in mind three main areas: conduct, performance, and reliability.• Track project and work assignments to assure accurate and timely completion.• Work with other lead personnel in department to evenly distribute workload.• Work with Vice President of Operations and Senior Director of Customer Service to establish and update customer service procedures for assigned accounts.

Responsible for the specific daily duties, activities and assignments associated with the relocation for customers that we are functioning as the main point of contract in their relocation. This is a high energy position requiring sound decision making, excellent communication skills, ability to multi-task, and excellent customer relations skills. • Monitor move process from start to finish ensuring all Customer Service steps are successfully meet. • Manage each move performance through Proactive Quality Management (PQM) process, measurability, evaluation, accountability, corrective action/on going training, and timely rewards. • Manage all internal and external needs of customers and accounts for each move to include total quality, all contact, all service issues and sales understanding for each move.• Coordinate all efforts of the entire move process with sales, operations, the account, 3rd party providers, other agents, claims, van operators, pack crews and billing.• Maintaining properly updated records in all systems including Mover’s Suite, Quotes To Go and United Van Lines system. Theses are including registration, pricing, notes, moving dates, origin and destination agents and hauling agents. • Completing daily workflow activities while maintaining high level of customer satisfaction and positive voice on phone. • Assist other team members when needed• Assist other Relocation Counselor’s customers with questions as needed. • Closely monitor voice mail, changing voice message daily to include availability and retrieve voice mail message as soon as indicator light is on.•