DUTIES AND RESPONSIBILITIES

The duties and responsibilities of this position consist of, but are not limited to, the following:

Perform daily board management. Monitor workloads and staffing levels and assign and/or delegate work to ensure daily expectations and deliverables are met and completed with quality

Serve as a first line of support for operations team members. Answer questions, address problems or redirect work when needed and escalate issues where necessary. Keep operations supervisors apprised of trends or concerns

Work directly with the Account Coordinator and/or Account Manager job family to ensure exceptional service is delivered to C.H. Robinson customers

Build relationships at the appropriate level and works collaboratively both internally and externally to achieve positive outcomes

Follow through on customer and carrier requests to ensure satisfaction

Document events utilizing knowledge gained through SOPs and experience and, when required, follow defined escalation procedures.

Understand customer workflows, preferences and SOP’s and apply this knowledge to create efficient, cost-effective solutions for the customer with consistent service across all touch points

Validate and ensure the accuracy of load data in systems to CHR, customer and carrier standards

Utilize data and reporting to identify and improve service results in order to meet customer expectations

Ensure customer TMS requirements are met

Execute internal carrier offer management for specified customer(s)

Respond to customer inquiries and provide updates related to exception management in a timely manner

Provide ongoing issue resolution through communication with the customer and offers options and alternative solutions in a timely manner.

As needed, complete operational tasks to ensure daily deliverables are met

Other duties or responsibilities as assigned according to the team and/or country-specific requirements

QUALIFICATIONS

Required:

High School diploma or GED

At least 2 years of related C.H. Robinson experience; operations experience strongly preferred

Ability to work evenings and/or weekends (select roles only)

For external postings only: Minimum 3 years of call center customer service or transportation/logistics experience

Preferred:

Bachelor’s degree from an accredited college or university

Previous customer service experience in a call center or similar environment

Understanding of C.H. Robinson systems and capabilities

Proficient in Microsoft Office Suite of programs

Values a diverse and inclusive work environment

Verbal and written communication

Excellent customer service orientation

Self-motivated with the ability to work under limited supervision

Delegation and providing direction to others

Providing direct feedback to others

Time management

Ability to prioritize well

Attention to detail and accuracy

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.

We will review applications for this role on an ongoing basis and encourage all interested candidates to apply at their earliest convenience.

Compensation Range

$18.80 - $29.28

The base pay range displayed on the job posting reflects the minimum and maximum base pay for this specific location.  Your individual base pay within this range is determined by job-related skills, experience, and relevant education or training.  During the hiring process, your recruiter will provide more details. Compensation details listed in this posting reflect the base pay only and do not include additional variable compensation.

Questioning if you meet the mark? Studies have shown that women, people of color, and individuals with disabilities 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 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.

Affirmative Action Employer/EOE/M/F/Disabled/Veteran 

Benefits

Your Health, Wealth and Self

Your 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 page.