DUTIES AND RESPONSIBILITIES 

The duties and responsibilities of this position consist of, but are not limited to, the following: 

Customer Service: 

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 

Process Efficiency: 

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  

Execution: 

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 

QUALIFICATIONS 

Required: 

High School Diploma or GED  

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

Preferred: 

Bachelor’s degree from an accredited college or university  

Customer Service experience 

Attention to detail, accuracy, and problem solving   

Basic proficiency in Microsoft Office Suite of programs 

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.

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.