As a Deputy Manager / Principal Global Forwarding Agent (GFA) for Ocean Freight at C.H. Robinson you will be responsible for managing and overseeing the shipment lifecycle for your assigned accounts, while also demonstrating a strong desire to lead, coach, and develop your team. You will bring subject matter expertise, extensive knowledge, a strong work ethic, and a commitment to supporting business goals and objectives, all while delivering exceptional customer service with professionalism.

As a trusted leader to your supervisor, the Principal GFA will drive a high level of operational excellence and ensure compliance with established processes. In this role, you will have the opportunity to further develop your leadership, management, and commercial skills, preparing you for future growth opportunities within the organization.

• Maintain Operational Excellence and coach the team around Operational standards
• Apply industry knowledge and critical thinking to adapt processes/create solutions in response to challenges both internally and externally
• Execute/Coordinate shipments and mentor others on how to meet all customer SOP requirements: booking approvals, processing pre-alerts, governmental filings, executing delivery, ensuring proper invoicing, etc.
• Ensure a high-level of data integrity within the shipments for all team customers: acknowledgement of shipment details, INCOterms, routing, dates, documents, etc.
• Regularly drive high level of operational integrity and compliance by assisting in audits and daily invoice overhead
• Act as a team lead supporting the team supervisor
• Serve as the team's first level of problem escalation and resolution, ensuring prompt response and follow through on issues until resolution and customer satisfaction
• Coach and train others on pricing strategies

• Provide and maintain a high level of customer service with Customers, CHR offices, Agents, and Outside Service Providers
• Develop & coach team members and assist with new employee onboarding
• Participate in new business implementation meetings as a subject matter expert and/or ensure SOPs are updated when needed
• Promote a positive working relationship for all team members
• Act as a key customer contact and subject matter expert
• Lead by example when it comes to customer outreach, retention, and expansion
• Act as a resource and expert to the department, branch, and network on customer requirements & process initiatives
• Collaborate cross-functionally with account management to propose process improvements.
• Monitor customer shipments trends and its impact to our processes and operations

• Support and/or create new team efficiencies and processes
• Participate in customer visits, assist in evaluating the account
• Ensure customer SOPs are maintained and adhered to
• Make recommendations to improve or implement technology solutions to recognize efficiencies and improve net revenue
• Provide support to Sales Executives and Account Managers for customer reporting
• Other duties or responsibilities as assigned according to the team and/or country specific requirements

• Graduate or Postgraduate degree from an accredited college or university
• 6-8 years of Global Forwarding industry experience
• Advanced proficiency in Microsoft Office Suite of programs

• Extensive industry and department knowledge (process & handling, regulations, international shipping, etc.)
• Excellent communication and customer service skills
• Proactive, ambitious, hardworking, analytical mindset
• Positive leadership skills and presence within the team (positive attitude, team player, flexibility)
• High level of flexibility as priorities and needs change daily in our business
• Critical-thinking and problem-solving skills to meet customer and business objectives both short-term and long-term
• High level of attention to detail and ability to execute with 95% of higher monthly audit compliance and very minimal unbillable charges
• Values a diverse and inclusive work environment

• 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.

• Group Mediclaim Policy (GMC)
• Group Personal Accident (GPA) policy
• Covid-19 related coverage and reimbursement
• Employee State Insurance Corporation (ESIC)
• Group Term Life (GTL) Insurance Plan for employees
• Employee Stock Purchase Plan (ESPP)
• Investment Declaration & Flexi Benefit Plan
• Variable Pay based on position
• Flexible work arrangements
• Paid Privilege, Casual and Sick Leaves
• Paid Maternity & Paternity Leaves
• Paid Compassionate Leaves
• Paid Public Holidays
• Paid time off to vote
• Reward & Recognition Program
• Wedding Allowance
• Special Mobility Assistance
• Employee Wellness Initiatives
• Plus a broad range of career development, networking, and team-building opportunities