Member Services Coordinator

Overview

United Van Lines (Canada) Ltd. is Canada's largest network of moving companies and the only Canadian van line that is 100% owned and operated by its members. United Van Lines (Canada) Ltd. is proud to to be recognized as one of Canada's Best Managed Companies.

Job Purpose

The Member Service Coordinator is responsible for providing support to United Van Lines (Canada) Ltd,'s members and affiliates, ensuring seamless and professional experiences. This role will also manage day-to-day communications, assist with membership administration, service standards and coordinate resources to our members. The member services coordinator will also provide support to Members and Van Line employees with incoming and outgoing mail and courier services. Lastly, they will also effectively co-ordinate and manage leads received through the Solution Centre.

Duties and Responsibilities

Graphic Design

• Create - logos, flyers, signage, banners, binder covers/spines
• Maintain a Database of Van Line and Members design elements and print/electronic files
• Complete orders for Members and Van Line
• Edit changes (InDesign, Illustrator, Photoshop)
• Acquire out-of-house print/production quotes
• Produce materials by co-coordinating with third party Print Suppliers
• Assist with preparation of printed materials for business meetings and convention

New Horizons Brochure

• Edit ads in New Horizons digital program
• Send communication emails to customers with New Horizons brochure and City information
• Update list of cities for editing

Content Management System

• Prepare bulletins and "In The Know" postings
• Find images and edit where required
• Upload CAM Mover's Edge news, edits and launches client's testimonials, Member articles/activities on the intranet "In The Know" for all Members to view.
• Create weekly themed quotes

Mailroom

• Process and distribute incoming mail and couriers
• Organize and process outgoing mail and couriers
• Process, sort, and deliver it to the proper recipients
• Preparing outgoing mail/courier for shipment

Sales Leads

• Work in the Solution Centre answering questions for customers, providing ballpark pricing and/or booking an in-home estimate on behalf of the Member
• Forward booking onto Member based on rotation system
• Provide follow-up with Member and customer
• Update Telephone Leads form and follow-up form
• Strong attention to move details with focus on customer satisfaction
• Awareness of proper documentation and procedures i.e., customs documentations, e-manifests, government rules and regulations
• Collecting pertinent information – i.e., weights, COD's, container numbers, scale tickets, unpacking and destination services

Air Miles

• Monitor day-to-day submissions from Members for AIR MILES to ensure accuracy
• Rectify problems and inquiries that customers and Members may have regarding AIR MILES
• Promote and communicate Air Miles programs
• Work with Air Miles in developing Air Miles campaigns via print and digital
• Print monthly edit report and Member chargeback's, reconcile report to ensure the Members are not entering duplicate requests
• Attend meetings with Air Miles
• Other duties as assigned

Qualification

Education

• Ontario Secondary School Diploma (OSSD)

Skills Required

• Ability to prioritize and multitask
• Sales experience is an asset for Solution Centre
• Customer service background
• Team player and willingness to help others
• Photoshop, Illustrator, InDesign, Word, Excel, Outlook

Specialized Knowledge

• Good knowledge of the geography of Canada, Mover One Policy

Working Conditions

• Busiest in peak season on value added programs, city requests and customer requests. May have to put in additional time to ensure requests are completed in a timely manner.

Job Type: Full-time

Work Location: In person