Customer Excellence Executive

Job description

C.H. Robinson is seeking a Customer Excellence Executive, responsible for managing the commercial and operational relationship for a portfolio of accounts which reside in Customer Excellence Centers, serving as the primary point of contact for service delivery and performance. You will be centered on customer retention and operational efficiency. Responsibilities: The duties and responsibilities of this position consist of, but are not limited to, the following: Prepare for and actively participate in Business Reviews (BRs) or Monthly Market Updates, depending on the customer's size and importance Define customer’s operational KPIs, if applicable, to ensure service compliance and customer satisfaction Ensure SOPs are updated based on customer needs, ensuring alignment with operational teams Build a trusting relationship by ensuring high-quality execution as expected and working with internal partners to identify and resolve issues in time Ensure effective revenue management based on customer segmentation, and proactively address low revenue situations by either optimizing costs or increasing selling rates Perform shipment audits to ensure execution is in accordance with agreed customer SOP Stay informed about changes within the customer's business, industry and sector through regular customer communication; apply this knowledge to identify new opportunities Measured cadence of contact to build and maintain customer relationships based on required expectations using Atmosphere (daily, weekly, or monthly) Proactively track the bidding process with the customer until the opportunity is completed Support the pricing strategy and have a clear understanding of the purchasing structure of customers and the urgency of shipments Retention is top priority, but pursuing thoughtful market share expansion with sales and negotiation is an expectation Ensuring effective revenue management based on customer segmentation Support the operational processing and the connection between Customer Excellence Centers in multiple regions Regularly reviews AR dashboard and ensures timely action is taken with customers Effectively represent our digital solutions through an understanding of applying technology and analytics to customer strategy and gain operational efficiencies Required Qualifications: Required: High school diploma or GED Minimum 2 years total working within the transportation industry Ability to travel up to 15% (domestically) Preferred Qualifications: Preferred: Bachelor's degree from an accredited college or university Excellent verbal, written and presentation communication skills, strong listener ability to connect to your audience, and ability to tailor messaging to the appropriate audience Analytical mindset with a strong understanding of data fundamentals and passion for data integrity, validation, and discovering insights within the data Familiar with problem solving and continuous improvement methodologies Proven ability to integrate and grow relationships with both internal and external stakeholders Leadership skills to motivate, develop, empower, and energize others while working in a collaborative and cross-functional team environment for the customer's benefit Robust organizational skills including attention to detail and multi-tasking working with several customers and projects Broad market and industry knowledge Proficient in Microsoft Office Suite of programs, including Power BI Values a diverse and inclusive work environment Benefits At C.H. Robinson Oceania, we are a proud Equal Opportunity employer offering flexible work to support a work/life balance along with offering a broad range of career development opportunities. We have an experienced and passionate team who work collaboratively to deliver smarter solutions for our clients. Employees have access to our well regarded, confidential Employee Assistance Program. Our Robinson Cares program allows our employees to give back to the community.