C.H. Robinson is looking for a Customer Excellence Manager to join the Global Forwarding team.
As a Customer Excellence Manager, you will own the operational relationship with strategic customers, serving as the senior contact for operational excellence. Partnering with commercial account managers, you’ll drive continuous improvement and quality initiatives focused on customer KPIs and outcomes across C.H. Robinson’s global network.
This role involves resolving service and supply chain challenges, fostering customer loyalty, and leveraging C.H. Robinson’s services, technology, and processes. You’ll collaborate with cross-functional teams to align efforts and achieve customer goals effectively.
RESPONSIBILITIES
The duties and responsibilities of this position consists of, but are not limited to, the following:
Understand customer goals and own the organizational plan to achieve them.
Define and monitor operational KPIs to ensure service compliance and satisfaction.
Drive continuous improvement via root cause analysis, collaborating cross-functionally to track and enhance results.
Ensure global data quality and accuracy across operations.
Lead and participate in Monthly/Quarterly Business Reviews internally and externally.
Represent digital solutions by applying technology and analytics to customer strategies.
Maintain and update Standard Operating Procedures (SOPs) for operational teams.
Train leadership on customer-specific needs to align resources and priorities.
Develop data models and analytics to identify process issues and inefficiencies.
Perform advanced data analysis to create dashboards and reports.
Stay informed on regulatory, market, and industry trends, sharing insights as needed.
Address customer feedback with action plans, including NPS survey responses.
Build trust through skilled relationship management.
Support operational onboarding for new business awards alongside the implementation team.
QUALIFICATIONS
Required:
High school diploma
Minimum 4 years total working within a Global Forwarding organization or related experience
Minimum 4 years of account management experience servicing multi-national and multi-cultural businesses
Ability to travel up to 30% (domestically)
Preferred:
Bachelor’s degree from an accredited institution.
Excellent communication skills with the ability to tailor messaging to diverse audiences.
Strong analytical skills with a focus on data integrity, validation, and insights.
Knowledge of problem-solving and continuous improvement methodologies.
Proven relationship-building skills with internal and external stakeholders.
Leadership ability to motivate and collaborate in cross-functional teams.
Strong organizational skills for managing multiple customers and projects.
Industry knowledge with expertise in at least one vertical.
Proficiency in Microsoft Office, including Power BI.
Commitment to a diverse and inclusive workplace.
WHAT WE OFFER
Real opportunities to grow your talent in a fast-moving, global organization
A fun, open, and inclusive workplace that encourages innovative thinking
Possibility to develop your language skills in our multilingual offices
Opportunities for professional growth with access to training platforms like Percipio
Comprehensive benefits: competitive salary and performance-based bonuses, travel allowance, life insurance, healthcare plan, Employee Assistance Program (EAP), Employee Stock Purchase Plan (ESPP) after one year of employment
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!