DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consists of, but are not limited to, the following:
Leadership:
- Promote a culture and working environment that embraces growth and development to meet the needs of our employees and customers, resulting in higher employee engagement and overall customer satisfaction
- Instill professionalism, ensure adherence to policy and procedures, and encourage consistency of process
- Identify development opportunities, provide constructive feedback, offer continuous training opportunities for direct line reports
- Play major role in recruitment, onboarding, and continuous development of talent
- Provide individualized coaching plans for direct reports and host semi-annual Talent (performance) reviews
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Communication:
- Regularly share industry news, department changes, and process updates to department
- Draft client advisories on relevant trade, market, and regulatory updates
- Provide guidance to employees on how to respond to challenging customer scenarios
Strategy:
- Maintain monthly balanced scorecard of department performance
- Lead and participate in pricing and process negotiations
- Collaborate with branch leadership teams to deliver effective problem resolution and process improvement
- Set quantitative, qualitative, and personalized objectives for Department supervisors
- Design, control, and maintain the process for successful service delivery
Customer Service:
- Uphold our customer SLA (service level agreements)
- Serve as a role model in developing relationships with clients, origin counterparts, and destination partners critical to the success of our clients' transportation and supply chain systems
- Utilize tools to confirm effective process execution and timely, accurate invoicing for services rendered
- Mentor employees to deliver quality business reviews
- Conduct business reviews and support sales efforts
- Troubleshoot and design solutions for challenging customer scenarios
Operations:
- Assign and ensure proper setup for new business onboarding
- Mitigate operating expenses by actively managing resources against activity forecasts
- Utilize operational and financial tools to monitor daily tasks, set priorities, and measure performance
- Quickly and effectively resolve issues with airlines, steamship lines, ports/CFS, outside forwarders/brokers
- Monitor and maintain control over accounts receivable/accounts payable
- Manage and revise best practice and SOP materials
- Confirm that the supervisors and operations staff have the tools, time, and support they need to successfully service the customers
- Identify opportunities to utilize global operations team to deliver continuous improvement exercises that strengthen the customer relationship and improves efficiency
- Other duties or responsibilities as assigned according to the team and/or country specific requirements
QUALIFICATIONS
Required:
- Bachelor's degree from an accredited college or university
- Minimum 5 years of Global Forwarding Transportation experience
- Minimum 3 years of direct people management experience
- Strong industry operational excellence experience
- Ability to travel up to 10% (domestically and internationally)
- Site Specific: Advanced/ Fluent level of English (oral and written communication)
Preferred:
- Strong analytical and problem-solving skills
- Proven flexibility & adaptability to product and customer needs
- Time management and organizational skills
- High emotional intelligence, situational leadership, and coaching techniques
- Excellent written & verbal communication skills
- Understanding of financial statements and key performance metrics
- Track record of building strong customer relationships
- Site Specific: Additional European, Spanish, and Portuguese languages (regional languages)
- Values a diverse and inclusive work environment
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.
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:
- 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
Equal Opportunity Statement
C.H. Robinson recognizes the value of equal employment opportunity and is committed to promoting fairness, equity and diversity in the workplace. As an equal opportunity employer, we may invite you to complete the voluntary self-identification. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment, Any information provided will be kept confidential, and separate from your employment application. This information may be used for diversity reporting purposes in accordance with applicable local law.
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.