Job Description SummaryThe Customer Account Specialist 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 and capacity resources as an active member of an account team to ensure the customer’s freight moves as planned and takes actions to resolve exceptions when they occur. This position is aligned to a portfolio of customers. As a critical customer support contact, the Customer Account Specialist resolves issues and drives exceptional service through continuous improvement process and initiatives.

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 with customers to understand the customer’s needsCommunicates proactively with customers, carriers, suppliers, and internal stakeholders to ensure customer needs are metManages conflict and navigates difficult conversations with the customer using tact and diplomacyResponds to customer inquiries and provides updates related to exception management in a timely mannerEnsures quality execution against expectations, identifies issues, and implements solutionsReviews internal and customer data inclusive of customer aligned KPIs for quality and accuracyExecutes pricing strategy through applying effective negotiation skills, market acumen and knowledge of customer buying habitsContributes daily to the growth of the business by understanding commitments, listening to customers’ needs and providing specific knowledge to influence results

Process Efficiency:

Accountable to adopt and apply new tool and processes that improve overall workflowLearns and applies knowledge of best practices to maintain consistency and gain efficiencies across the networkUtilizes data/reporting to identify and improve service results in order to meet customer expectationsPartners with internal resources to ensure account processes and SOPs are complete and adhered toActively engages in daily/weekly team stand ups

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 customerProvides ongoing issue resolution through communication with the customer and offers options and alternative solutions in a timely mannerWorks directly with the Account Management, Operations and Capacity teams to refine and improve daily execution and ensure exceptional service is delivered to C.H. Robinson customersPerforms non-standardized operational work as needed to ensure a high-level customer experienceOther duties or responsibilities as assigned according to the team and/or country specific requirements

QUALIFICATIONS

Required:

High School Diploma or GEDCustomer Engagement ExperienceAbility to travel up to 5% (domestically)

Preferred:

Bachelor’s Degree from an accredited college or universityAttention to detail, accuracy, and problem solvingDemonstrated negotiation, collaboration, and influencing skillsBasic proficiency in Microsoft Office Suite of ProgramsValues a diverse and inclusive work environment

Disclaimer:

This job description is intended to generally describe the na

Questioning if you meet the mark? Studies have shown that women, people of color, and individuals with disabilities may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we’re building a diverse and inclusive workplace where all employees feel they belong. If this position excites you, we welcome you to apply whether you check all the preferred qualifications or just a few. You may just be our next great fit!

Equal Opportunity and Affirmative Action Employer

C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams.  We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Affirmative Action Employer/EOE/M/F/Disabled/Veteran 

Benefits

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:

Two medical plans (including a High Deductible Health Plan)

Prescription drug coverage

Enhanced Fertility benefits

Flexible Spending Accounts

Health Savings Account (including employer contribution)

Dental and Vision

Basic and Supplemental Life Insurance

Short-Term and Long-Term Disability

Paid and floating holidays

Paid time off (PTO)

Paid parental leave

Paid time off to volunteer in your community

Charitable Giving Match Program

401(k) with 6% company matching

Employee Stock Purchase Plan

Plus a broad range of career development, networking, and team-building opportunities

Dig in to our full list of benefits on OUR CULTURE page.