C.H. Robinson is looking for a Manager of Service Delivery to lead our service strategy for a select group of clients. In this role, you'll ensure our high standards are met by focusing on Service Delivery Excellence, enhancing Customer Satisfaction, and supporting team development, all while championing continuous operational improvement.
If you're driven by impactful service and leadership, we want you on our team! Apply today to be part of our success.
DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consist of, but are not limited to, the following:
Business Strategy
- Drive consistent execution that meets Service Delivery requirements and expectations.
- Serve as the senior escalation point and take accountability as the 3rd level of escalation, directly addressing any customer escalations as needed.
- Leverage Operations Dashboards and internal analytics to understand areas of service excellence and identify service gaps, working with teams on actions to address these gaps.
- Utilize continuous improvement methodology to manage KPIs for the service delivery team.
- Identify recurring service delivery interruptions and customer issues, driving root cause analysis and resolving them through corrective and preventive actions.
- Act as a key customer contact for Service Delivery (Operational) needs.
- Collaborate across multiple areas of the business to drive standardization of leading practices.
Want more jobs like this?
Get jobs in Wroclaw, Poland delivered to your inbox every week.
Team Leadership
- Lead and mentor direct reports, providing regular feedback, coaching, and guidance based on performance, dashboards, and Personal Development Plans.
- Ensure all team members have a strong understanding of customer business objectives and actionable plans to achieve them.
- Ensure the service delivery team has the resources needed to execute day-to-day operations.
- Coordinate schedules to ensure proper account coverage, including PTO, meals, and breaks.
- Enforce compliance with management routines, including team meetings and 1:1s, to maintain consistent team engagement and alignment.
- Maintain and utilize Account-Specific Onboarding for new team members.
QUALIFICATIONS
Required
- Minimum 5 years of experience in operations and/or customer-facing roles
- Minimum 5 years of leading and managing teams
- Proficiency in English, with strong communication and presentation skills
- Tech-savvy, with experience utilizing AI tools and technology in daily work
- Ability to travel up to 10% domestically and internationally
Preferred
- Bachelor's degree from an accredited university or equivalent blend of education and experience
- Proficiency in executing business initiatives using Standard Practices and Operational Excellence methodologies
- Advanced skills in Microsoft Office Suite
- Strong problem-solving, conflict resolution, and adaptability skills in a fast-paced environment
- Strong business acumen and ability to build effective relationships internally and externally
- High level of integrity aligned with the company's mission and values
- Collaborative mindset for effective teamwork across the organization
WHAT WE OFFER:
- Real opportunities to grow your talent in a fast-moving, global organization
- A fun, open, and inclusive workplace that encourages innovative thinking
- Possibility to develop your language skills in our multilingual offices
- Opportunities for professional growth with access to training platforms like Percipio and GoFluent
- Comprehensive benefits: competitive salary and performance-based bonuses, Private medical insurance, additional Life infurance, Cafeteria plan - My Benefit, Employee Assistance Program (EAP), Employee Stock Purchase Plan (ESPP) after one year of employment
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!
Why Do You Belong at C.H. Robinson?
C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. With $22 billion in freight under management and 19 million shipments annually, we are one of the world's largest logistics platforms and rank in the FORTUNE 200. We've been an innovator in logistics for over 100 years. Our global suite of services accelerates trade to seamlessly deliver the products and goods that drive the world's economy. With the combination of our multimodal transportation management system and expertise, we use our information advantage to deliver smarter solutions for more than 90,000 customers and 450,000 contract carriers on our platform. Our technology is built by and for supply chain experts to bring faster, more meaningful improvements to our customers' businesses.
As a responsible global citizen, we contribute millions of dollars to support causes that matter to us and our people. FORTUNE has named C.H. Robinson one of the World's Most Admired Companies 2024, showcasing our position as a leader in our industry. Our commitment to excellence is further affirmed by being named a Great Place to Work 2023-24 by the Great Place to Work Institute, one of Forbes' Best Employers for Diversity and one of America's Greatest Workplaces in 2023 by Newsweek. 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. For more information, visit us at www.chrobinson.com.