Client Relations Representative

About the Company:

Founded in 2008 by Ross Sapir, Roadway Moving is built on the core principles of accountability, kindness, generosity, and dedication. These values drive a culture of excellence, where our people—not just our trucks—set us apart in a crowded industry. We believe in investing in both our employees and our clients, fostering an environment rooted in respect, urgency, clear communication, and appreciation. At Roadway, we don’t just move boxes, we move lives, and we do it with a commitment to making the experience remarkable for everyone involved.

Summary: Client Relations Representative, in other words, Move Coordinator, primarily serves as a liaison for clients after the booking has been completed by the Sales team. Move Coordinator is responsible for ensuring that the client has full knowledge of the moving services that will be rendered (based on information in the file), conducting a confirmation call prior to the move date, follow-up during, while in transit, and after the move to ensure the highest quality service.

Responsibilities:

• Communicates with sales representatives, clients and other operations personnel as needed.

• Shares all pertinent information with the client and coordinates with sales and operations.

• Conducts introductions as a Moving Coordinator to clients who are already booked.

• Provides support to the customers with any questions arising from documentation sent by the company.

• Serves as the primary contact for the clients from the confirmation call, until the completion of the move.

• Collaborates with the Sales Representative on service requested by a client.

• Confirms moving details, addresses, services, dates, and times with clients prior to the scheduled move.

• Assists client with COI (certificate of insurance) issuance for all required locations and send to our COI team to be completed and sent back.

• Provides excellent customer service and resolutions to any issues occurring during and after the move. Any damages we escalate to Claims and send by e-mail our Intro TO Claims (ITC) process.

• Maintains consistent attendance while exhibiting professional behavior in alignment with Roadway values.

• Any other related duties as assigned.

Qualifications:

• At least 2 years of Client Relations experience preferably with US based company.

• Experience with moving household goods and/or storage industry.

• Strong customer service and clear/concise communication skills.

• Strong computer, system, listening, problem solving, and negotiating skills.

• Fluent in English with strong verbal and written communication skills.

• Proficiency in software programs, including Microsoft Word, Excel, and Outlook.

• Ability to work independently with minimal supervision to manage schedules and meet deadlines.

• Ability to work effectively in a high volume, fast paced, and time-critical environment.

• Good at resolving problems and “switching gears” to accomplish jobs.

• Detail-oriented with experience working in a fast-paced environment.

• Must be a team player, flexible with changing schedules, and ability to work US time zone hours.

• Ability to work 6 days during the summer (busy season).

• Transportation/Storage industry experience highly desirable.
  

Note: The above description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. All personnel may be required to perform duties outside of their normal responsibilities due to the nature of work performed to accomplish Roadway Mover’s mission. Roadway Movers, Inc. is proud to be an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Roadway Movers, Inc. makes hiring decisions based solely on qualifications, merit, and business needs at the time.