POSITION SUMMARY

The Account Coordinator is responsible for delivering a quality customer experience, building customer relationships, and managing process execution for existing C.H. Robinson customers. This role will partner with operations, supply, and/or capacity resources as an active member of an account team to ensure the customer's business/freight moves as planned and takes actions to resolve exceptions when they occur. They will leverage our processes and technology to drive efficiency. This position is aligned to a portfolio of customers. As a critical customer support contact, the Account Coordinator ensures customer commitments are met, resolves issues, drives continuous improvement, and articulates customer value.

• 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

• Empowered to execute the customer pricing strategy set by account management team focused on capturing profitable market share

• Grows the business by listening to customers' needs, communicating opportunity to Account Management, and providing key customer specific knowledge to influence results

• Leverages available tools and resources to implement efficiencies

• 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

• Site Specific: Minimizes manual processes when possible without diminishing customer value

• 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

• Collaborates with operations teams to effectively standardize tasks

• Leverages operations teams to execute process effectively and efficiently

• Performs non-standardized operational work as needed to ensure a high-level customer experience

• Site Specific: Owns results of assigned area of responsibility

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

• High School Diploma or GED

• Site Specific: Fluent in Spanish and English (written and verbal)

• Bachelor's degree from an accredited college or university

• Customer Service experience

• Site specific: previous industry experience

• Attention to detail, accuracy, and problem solving

• Basic proficiency in Microsoft Office Suite of programs

• Values a diverse and inclusive work environment