Posted:
11/10/2024, 4:00:00 PM
Location(s):
Nuevo León, Mexico ⋅ Monterrey, Nuevo León, Mexico
Experience Level(s):
Junior ⋅ Mid Level ⋅ Senior
Field(s):
Sales & Account Management
POSITION SUMMARY
The Account Coordinator is responsible for delivering a quality customer experience, building customer relationships, and managing process execution for existing C.H. Robinson customers. This role will partner with operations, supply, and/or capacity resources as an active member of an account team to ensure the customer’s business/freight moves as planned and takes actions to resolve exceptions when they occur. They will leverage our processes and technology to drive efficiency. This position is aligned to a portfolio of customers. As a critical customer support contact, the Account Coordinator ensures customer commitments are met, resolves issues, drives continuous improvement, and articulates customer value.
The Account Coordinator role will develop your business knowledge, sales acumen, and the foundational skills to enable a flexible career path in a variety of critical customer-oriented roles at CH Robinson.
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
Site specific: previous industry experience
Attention to detail, accuracy, and problem solving
Basic proficiency in Microsoft Office Suite of programs
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.
Website: https://chrobinson.com/
Headquarter Location: Nogales, Arizona, United States
Employee Count: 10001+
Year Founded: 1905
IPO Status: Public
Industries: Logistics ⋅ Supply Chain Management ⋅ Transportation