As a Deputy Manager / Principal Global Forwarding Agent (GFA) for Ocean Freight at C.H. Robinson you will be responsible for managing and overseeing the shipment lifecycle for your assigned accounts, while also demonstrating a strong desire to lead, coach, and develop your team. You will bring subject matter expertise, extensive knowledge, a strong work ethic, and a commitment to supporting business goals and objectives, all while delivering exceptional customer service with professionalism.
As a trusted leader to your supervisor, the Principal GFA will drive a high level of operational excellence and ensure compliance with established processes. In this role, you will have the opportunity to further develop your leadership, management, and commercial skills, preparing you for future growth opportunities within the organization.
If this all sounds good, let’s talk more about what you’ll be working on.
DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consist of, but are not limited to, the following:
Maintain Operational Excellence:
Maintain Operational Excellence and coach the team around Operational standards
Apply industry knowledge and critical thinking to adapt processes/create solutions in response to challenges both internally and externally
Execute/Coordinate shipments and mentor others on how to meet all customer SOP requirements: booking approvals, processing pre-alerts, governmental filings, executing delivery, ensuring proper invoicing, etc.
Ensure a high-level of data integrity within the shipments for all team customers: acknowledgement of shipment details, INCOterms, routing, dates, documents, etc.
Regularly drive high level of operational integrity and compliance by assisting in audits and daily invoice overhead
Act as a team lead supporting the team supervisor
Serve as the team’s first level of problem escalation and resolution, ensuring prompt response and follow through on issues until resolution and customer satisfaction
Coach and train others on pricing strategies
Facilitate Relationships:
Provide and maintain a high level of customer service with Customers, CHR offices, Agents, and Outside Service Providers
Develop & coach team members and assist with new employee onboarding
Participate in new business implementation meetings as a subject matter expert and/or ensure SOPs are updated when needed
Promote a positive working relationship for all team members
Act as a key customer contact and subject matter expert
Lead by example when it comes to customer outreach, retention, and expansion
Act as a resource and expert to the department, branch, and network on customer requirements & process initiatives
Collaborate cross-functionally with account management to propose process improvements.
Monitor customer shipments trends and its impact to our processes and operations
Other Activities:
Support and/or create new team efficiencies and processes
Participate in customer visits, assist in evaluating the account
Ensure customer SOPs are maintained and adhered to
Make recommendations to improve or implement technology solutions to recognize efficiencies and improve net revenue
Provide support to Sales Executives and Account Managers for customer reporting
Other duties or responsibilities as assigned according to the team and/or country specific requirements
QUALIFICATIONS
Required:
Graduate or Postgraduate degree from an accredited college or university
6-8 years of Global Forwarding industry experience
Advanced proficiency in Microsoft Office Suite of programs
Preferred:
Extensive industry and department knowledge (process & handling, regulations, international shipping, etc.)
Excellent communication and customer service skills
Proactive, ambitious, hardworking, analytical mindset
Positive leadership skills and presence within the team (positive attitude, team player, flexibility)
High level of flexibility as priorities and needs change daily in our business
Critical-thinking and problem-solving skills to meet customer and business objectives both short-term and long-term
High level of attention to detail and ability to execute with 95% of higher monthly audit compliance and very minimal unbillable charges
Values a diverse and inclusive work environment
Disclaimer:
This job description is intended to generally describe the nature and level of work to be performed by employees in this position. It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role.
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:
Group Mediclaim Policy (GMC)
Group Personal Accident (GPA) policy
Covid-19 related coverage and reimbursement
Employee State Insurance Corporation (ESIC)
Group Term Life (GTL) Insurance Plan for employees
Employee Stock Purchase Plan (ESPP)
Investment Declaration & Flexi Benefit Plan
Variable Pay based on position
Flexible work arrangements
Paid Privilege, Casual and Sick Leaves
Paid Maternity & Paternity Leaves
Paid Compassionate Leaves
Paid Public Holidays
Paid time off to vote
Reward & Recognition Program
Wedding Allowance
Special Mobility Assistance
Employee Wellness Initiatives
Plus a broad range of career development, networking, and team-building opportunities
Equal Opportunity Statement
C.H. Robinson recognizes the value of equal employment opportunity and is committed to promoting fairness, equity and diversity in the workplace. As an equal opportunity employer, we may invite you to complete the voluntary self-identification. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment, Any information provided will be kept confidential, and separate from your employment application. This information may be used for diversity reporting purposes in accordance with applicable local law.