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DUTIES AND RESPONSIBILITIESThe duties and responsibilities of this position consist of, but are not limited to, the following:Customer Experience:
Establishes contacts and builds relationships with customers to understand the customer’s needs
Communicates proactively with customers, carriers, suppliers, and internal stakeholders to ensure customer needs are met
Manages conflict and navigates difficult conversations with the customer using tact and diplomacy
Responds to customer inquiries and provides updates related to exception management in a timely manner
Ensures quality execution against expectations, identifies issues, and implements solutions
Reviews internal and customer data inclusive of customer aligned KPIs for quality and accuracy
Executes pricing strategy through applying effective negotiation skills, market acumen and knowledge of customer buying habits
Contributes daily to the growth of the business by understanding commitments, listening to customers’ needs and providing specific knowledge to influence results
Process Efficiency:
Accountable to adopt and apply new tool and processes that improve overall workflow
Learns and applies knowledge of best practices to maintain consistency and gain efficiencies across the network
Utilizes data/reporting to identify and improve service results in order to meet customer expectations
Partners with internal resources to ensure account processes and SOPs are complete and adhered to
Actively engages in daily/weekly team stand ups
Execution:
Leverages technology for order statuses and initiates corrective action when exceptions occur (verifying pricing, weights, delivery times, ship quantities, load information, etc.)
Executes customer workflows, preferences and SOPs and applies this knowledge to create efficient, cost-effective solutions for the customer
Provides ongoing issue resolution through communication with the customer and offers options and alternative solutions in a timely manner
Works directly with the Account Management, Operations and Capacity teams to refine and improve daily execution and ensure exceptional service is delivered to C.H. Robinson customers
Performs non-standardized operational work as needed to ensure a high-level customer experience
Other duties or responsibilities as assigned according to the team and/or country specific requirements
QUALIFICATIONSRequired:
High School Diploma or GED
Customer Engagement Experience
Ability to travel up to 5% (domestically)
Preferred:
Bachelor’s Degree from an accredited college or university
Attention to detail, accuracy, and problem solving
Demonstrated negotiation, collaboration, and influencing skills
Basic proficiency in Microsoft Office Suite of Programs
Values a diverse and inclusive work environment
Disclaimer:
This job description is intended to generally describe the nature and level of work to be performed by employees in this position. It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role.
Equal Opportunity and Affirmative Action Employer
C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers, and communities. We believe this increases creativity and innovation, drives business growth, and enables engaged and thriving teams. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued, and respected.
Questioning if you meet the mark? Studies have shown that women and people of color may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we’re building a diverse and inclusive workplace where all employees feel they belong. If this position excites you, we welcome you to apply whether you check all the preferred qualifications or just a few. You may just be our next great fit!Equal Opportunity and Affirmative Action EmployerC.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.Affirmative Action Employer/EOE/M/F/Disabled/VeteranBenefitsYour Health, Wealth and SelfYour total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:
Two medical plans (including a High Deductible Health Plan)
Prescription drug coverage
Enhanced Fertility benefits
Flexible Spending Accounts
Health Savings Account (including employer contribution)
Dental and Vision
Basic and Supplemental Life Insurance
Short-Term and Long-Term Disability
Paid and floating holidays
Paid time off (PTO)
Paid parental leave
Paid time off to volunteer in your community
Charitable Giving Match Program
401(k) with 6% company matching
Employee Stock Purchase Plan
Plus a broad range of career development, networking, and team-building opportunities
Dig in to our full list of benefits on OUR CULTURE (https://jobs.chrobinson.com/culture) page.Why Do You Belong at C.H. Robinson?Standing out among the world’s largest logistics platforms, C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. For 100+ years, our global suite of services has innovated trade to seamlessly deliver the products and goods that drive the world’s economy. With 20 million shipments annually for 100,000 customers, and millions of dollars contributed to support causes that matter to us, our people and technology literally move the world.As a FORTUNE 200 company, FORTUNE has also named C.H. Robinson one of the World’s Most Admired Companies 2023. Headquartered in Eden Prairie, Minnesota, we are proud to be certified as a Great Place to Work 2023 - 2024 by the Great Place to Work Institute. And we’re not stopping there… Join us as we collaborate, innovate, and work as one global team to make life better and more sustainable for our customers, communities, and world.
