Global Customer Experience Consultant

Description

POSITION RESPONSIBILITIES

• Provide a positive relocation experience for each assignee.
• Learn and understand assigned clients\’ relocation programs including all policies, processes, and practices.
• Serve as the single point of coordination for the assignee for the duration of the assignment.
• Communicate changes and modifications with client programs to Operations Managers and all Altair colleagues following established procedures; document in appropriate Altair technology systems as required.
• Communicate the relocation road map, providing a comprehensive explanation of the relocation process, policies, and practices to the assignee.
• Be knowledgeable about Altair service partners; serve as the primary point of coordination between appropriate service partners and assignee.
• Manage all data pertinent to each assignee\’s relocation file; document all relocation activities, dates, communications, and transactions in the appropriate Altair technology system.
• Understand and manage expenses connected to relocation deliverables, maximizing the full intent of the benefit.
• Coordinate transferee home move activities with Altair Move Management.
• Liaise between Move Management and International Operations assignee to ensure the move is accomplished as directed and as scheduled; serve as a second-tier audit point to Move Management in move logistics.
• Coordinate and ensure that Quality Assurance surveys are returned by assignees.
• Coordinate with the Financial Specialists to ensure correct, timely, and accurate payment of expenses.
• Coordinate, track, and manage Altair fees and ensure accuracy of billing submitted to clients.
• Coordinate destination and immigration services for transferees in other countries.
• Manage relationships with suppliers for destination and immigration services.
• Track file data within the ReloTracker system.
• Stay in contact with transferees for any escalations or needs that may arise.
• Provide assistance with move management and coordinating vanlines.

EDUCATION:

Bachelor\’s Degree or equivalent combination of experience, skills, training, and education.

TRAINING AND EXPERIENCE:

• Minimum 2 years of international assignment experience; prefer GMS certification.
• Good knowledge and understanding of international relocation and assignment management.
• Strongly prefer second language fluency.
• Compensation experience (i.e., payroll, balance sheets, etc.) may be required.
• Working knowledge of various software applications and tools including but not limited to Microsoft Office Products (Word, Excel, PowerPoint).
• Able to confidently communicate/interface at multiple levels across the company and across cultures, with assignees, clients, and service partners.
• Adept at interpreting, applying, and communicating policies and processes.
• Excellent negotiating and persuasion skills.
• Strong project management skills; ability to manage multiple tasks simultaneously.
• Calm under pressure; well-developed conflict management and consensus-building skills.
• Deadline and time-sensitive.
• Cost, expense, and budget sensitive.
• Ability to make effective business decisions based on factual information using good, logical decision-making skills.

ESSENTIAL INTELLECTUAL FUNCTIONS:

The Global Customer Experience Consultant must have good knowledge of international relocation as it pertains to policy interpretation and application, must demonstrate the ability to manage multiple projects simultaneously, build client trust through relationship management, manage to deadlines and budgets, and rely on extensive experience and sound judgment to plan and accomplish goals.

EQUIPMENT USED:

Individuals must be able to use standard company equipment and systems, i.e., computer and communications systems, fax, printer, copy machine, and other equipment as required by the position.

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