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 that has a 100+ year reputation for excellence as an innovative, growing and financially stable company that is dedicated to promoting a culture that thrives on inclusion and diversity. From numerous awards to being recognized as one of the best places to work, Suddath offers a caring, family environment while providing relocation and logistics services to people and companies all around the world.

What We Offer!

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

Summary:  The Customer Care Manager oversees the personnel and processes involved in managing and handling claims for loss or damage to cargo and property, and providing structured feedback to Suddath branches to assist in reducing claims. Supervision of staff, monitoring processes, and analyzing opportunities for improvement are key components to the responsibilities. The Customer Care Manager is actively involved in communicating with and reporting to numerous inside and outside customers. The manager is also actively involved in departmental process improvement as well as continuous quality improvement.

Duties and Responsibilities:

Supervision:

• Supervise and direct all Customer Care personnel, including on site and remotely based adjusters
• Recruit and hire qualified personnel, maintaining adequate staff to support capacity needs for both peak and non-peak seasons
• Assure that all personnel have proper training, job skills, and knowledge to perform assigned duties. Assess and act when re-training is needed.
• Conduct performance reviews, career path planning meetings, positive feedback and recognition activities, corrective action meetings, and disciplinary actions with all Customer Care personnel
• Provide oversight for the department’s work planning, scheduling, approval limits, and goal setting

Process and Quality Improvement:

• Assign claim processing and resolution work to adjusters to best respond to customer needs and to best utilize the skills and talents of the team
• Set yearly goals and monitor the timeliness, accuracy and quality of resolutions. Modify processes as necessary to meet goal objectives
• Implement and monitor a problem escalation process which assures follow up through resolution
• Provide timely reports and feedback to branches, LDD, Van Operators and production crew aimed at claims prevention and reduction
• Assist in root cause investigations of loss and damage incidents
• Communicate best pratices utilized by the highest performing branches and Van Operators
• Confirm adjusters make recommendations and provide feedback to branch Operations leaders on performace history and trends for all production personnel
• Maintain or improve on department standards for claim settlement time
• Develop plans for monitoring and improving customer satisfaction as measured by the customer survey results

Reporting and Communication:

• Provide required reports to Clients and Account Managers; customized as needed
• Integrate communication with Account Managers and Clients into the problem escalation and resolution process
• Provide agreed upon regular reports to senior managers to evaluate company loss prevention performance
• Provide reports, both scheduled and as needed. Examples of reports include statistical information supplied to branch personnel to evaluate branch loss prevention performance, information to communicate awareness of key client updates, statistics to evaluate production crew performance, and information to manage corrective action.
• Assure coordination of claim resolution and settlement activities between Suddath and 3rd party adjusters, inspectors, vendors, the van line home office, and other van line agents
• Assure coordination between Customer Care and Suddath accounting functions of payables and receivables, including internal chargeback processes

Profitability Improvement:

• Participate with Customer Care Adjusters, branch personnel, and van line and other resources in developing process improvement practices to streamline operations and improve efficiencies, including strategic outsourcing and sharing of work
• Utilize Internal reports to communicate trends and best practices
• Participate in root cause identification of errors contributing to repetitive or high cost liability. Help identify prevention techniques and communicate the solutions throughout the organization
• Evaluate claim inspectors and repair service providers for cost efficiency and quality of work
• Monitor claim subrogation processes to assure recovery of costs from other parties, and prevent paying money to other parties where no liability exists

The Suddath Companies is a multifaceted group of companies that specialize in worldwide corporate employee relocations, household moving, warehouse and logistics management and specialized transportation services.

The Suddath Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.