*duties and responsibilities*
the duties and responsibilities of this position consist of, but are not limited to, the following:
*customer experience*:
- establishes contacts and builds relationships at multiple levels and in multiple departments internally and within the customer organization
- coaches the customer on daily modal decisions and questions to ensure freight is properly executed
- leverages sales persuasion to retain and grow the business by listening to customers and effectively implementing creative order to cash solutions to the customer
- understands the market conditions impacting supply and demand, effectively communicates changes to customers and adjusts pricing to win and ensure sustainable profitability
- reviews internal and customer data inclusive of customer aligned kpis for quality and accuracy
- engages customer with a focus on process improvement aligned to internal and external quality metrics
- manages conflict and navigates difficult conversations with the customer using tact and diplomacy
- understands negotiated payment terms and processes and helps to facilitate timely invoicing
- connects with and influences internal and external parties to work through and resolve competing demands in the best interest of the customer and c.h. Robinson
- participates in the creation of sops in partnership with account management resources to meet customer service expectations
- ensures day to day service delivery aligns with account strategy and kpis
- collaborates and communicates with partners on the capacity/product/supply teams regarding customer needs, issues and solutions in order to meet customer expectations
- contributes to account planning through proactive communication of operational insights to account management team
- identifies new opportunities for account management team by understanding the competitive landscape and fostering customer relationships
- proactively leverages existing customer relationships to maximize freight opportunities and increase wallet share
- accountable for internal carrier offer management
*execution*:
- oversees service delivery on assigned accounts, perception management and retention of accounts
- regularly communicates with customers to provide updates related to exception management in a timely manner
- collaborates with operations teams to effectively standardize tasks
- leverages operations teams to execute process effectively and efficiently
- understands market conditions and competitive landscape in order to prioritize and communicate the needs of the customer
- shares customer specific data, requirements and expectations with internal resources in order to manage exceptions and resolve issues
- stays informed of changes within the customers' business, industry and sector through regular customer communication
- reviews volume and service performance reports and makes recommendations adjustments to keep commitments for awarded freight
- observes, prioritizes, and communicates daily needs of accounts by delegating operational related activities based on customer needs
- communicates with capacity teams to ensure coverage is in place by prioritizing daily customer needs
- creates solutions for exception management including customer expectations and incomplete order information
- site specific: owns results of assigned area of responsibility
*process improvement*:
- recommends, implements and evaluates changes based on market conditions of identified customer patterns, appropriate mix of mode utilization and account kpi with the goal of increasing volume opportunities
- accountable for identifying process improvements for the benefit of chr and customer accounts, creating consistent service across all touch points
- other duties or responsibilities as assigned according to the team and/or country specific requirements
*required qualifications*:
- minimum of 1.5 years experience in an account coordinator role
- location: monterrey
- fluent english level
- sensitivity in operation
- effective and strategic communication with the client
- organized
- problem solving skill
- customer service ability
*preferred qualifications*:
- bachelor's degree from an accredited college or university
- basic proficiency in microsoft office suite of programs
- demonstrated communication, decision making and problem-solving skills
- attention to detail and ability to navigate ambiguity
- values a diverse and inclusive work environment
*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?
*:
standing out among the world's largest logistics platforms, c.h. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most comp