POSITION SUMMARY
The Operations Representative performs operational work which will includes one or more of the following: order creation, shipment activation, load building, appointment scheduling, track and trace, and routine event management, with a sharp focus on data integrity, quality, and efficiency. The Operations Representative may work as part of an operations team in a network office or within a designated operations center, and responsibilities may vary depending upon the type of location.
DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consists of, but are not limited to, the following:
Execution:
- Executes one or a combination of the following tasks: order creation, shipment activation, load building, appointment scheduling, and/or track and trace, in accordance with office and company policies and procedures, with a focus on quality and efficiency. Validates and ensures the accuracy of load data in CHR systems.
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- Monitors load boards and assigned email accounts to respond to customer and carrier requests.
- Utilizes SOPs in order to carry out assigned operational activities and meet prescribed service level agreements.
- Documents milestone events, gathers and communicates information for proper problem resolution, resolves routine exceptions utilizing knowledge gained through SOPs and experience and, when required, follows defined escalation procedures.
- Runs and distributes reports in alignment with defined processes.
Customer Service:
- Focuses on internal and/or external customer needs, recognizes service issues, implements customer-focused practices and/or escalates when appropriate.
- Follows through on customer requests to ensure satisfaction, where applicable invites feedback and seeks suggestions for improvement.
- Builds relationships at the appropriate level and works collaboratively both internally and externally to achieve positive outcomes.
Efficiency:
- Completes activities with accuracy and compliance to CHR and customer standards.
- Contributes to the department's efficiency by identifying and/or implementing operational enhancements.
- Understands available tools and resources and how-to best leverage each to implement efficiencies.
- Other duties or responsibilities as assigned according to the team and/or country specific requirements
QUALIFICATIONS
Required:
- High School diploma or GED
Site Specific: Fluent in Spanish and English (written and verbal)
Preferred:
- Basic proficiency in Microsoft Office Suite of programs
- Site specific: Bachelor's degree from an accredited college or university Previous customer service experience
- Demonstrated communication, prioritization, and time management skills
- Ability to multi-task and demonstrate attention to detail and accuracy
- Values a diverse and inclusive work environment
CH Robinson is an equal opportunity employer. All employment decisions are made without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, or disability.
Benefits
We offer a competitive benefits plan above the Mexican Labor Law. This includes life and medical insurance, a Wealth Accumulation Plan (Plan de Pensiones), an Employee Stock Purchase Plan, and among others, the opportunity to prosper in a Fortune 500 company.
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.