Job Description

DUTIES AND RESPONSIBILITIES

The 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
Recognizes opportunities to leverage automation and take action to promote value
Proactively calls dormant customers to reestablish contact and generate demand
Ensures quality execution against expectations, identifies issues, and implements solutions
Provides pricing to quote requests following SOPs and pricing tools  
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 tools and processes that improve overall workflow
Learns and applies best practices to maintain consistency and gain efficiencies across the network
Utilizes data/reporting to identify opportunities to improve service and grow wallet share
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
Certified Navisphere 2.0 Admin, able to create customer and supplier logins and support training
Provides ongoing issue resolution through communication with the customer and offers options and alternative solutions in a timely manner
Works directly with, Portfolio Executives, Territory Sales, Operations and Capacity teams to create, 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

QUALIFICATIONS

Required:

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