Customer Account Specialist

The Customer Account Specialist is responsible for delivering a quality customer experience for our Temperature Control LTL Services team, 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.

Do your friends describe you as a "people person?" Do you have customer relations experience? Are you looking for a role that will give you an opportunity to learn account management, sales, and operations, and jump start your career with an eye to the next opportunity? Then you are ready to grow your best self as a Customer Account Specialist!

LOCATION

Eden Prairie, MN

RESPONSIBILITIES

Customer Experience:

• 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
• Executes pricing strategy through applying effective negotiation skills, market acumen and knowledge of customer buying habits
• Contributes 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 workflow
• 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
• Actively 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 customer
• Provides ongoing issue resolution through communication with the customer and offers options and alternative solutions in a timely manner
• Works 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 customers
• Performs non-standardized operational work as needed to ensure a high-level customer experience
• Other duties or responsibilities as assigned according to the team and/or country specific requirements

QUALIFICATIONS

Required:

• High School Diploma or GED
• Customer Engagement Experience
• Ability to travel up to 5% (domestically)

Preferred:

• Bachelor's Degree from an accredited college or university
• Attention to detail, accuracy, and problem solving
• Demonstrated negotiation, collaboration, and influencing skills
• Basic proficiency in Microsoft Office Suite of Programs
• Values a diverse and inclusive work environment

Here's what your day-to-day will look like. You'll build relationships with customers and collaborate with internal teams to solve challenging customer problems. You'll lean into our proven processes and innovative technology platform to manage shipments while growing your skills in operations, sales, and account management. As for the future, this role has multiple career paths, and we love to promote from within.

So what can we do for you?

Our commitment to you begins on day one with our dynamic and comprehensive onboarding program. This interactive training jumpstarts your knowledge of our company and industry, helps you excel here and ensures your proficiency in our systems and processes. The training is a mix of activities, self-guided learning, as well as in-office coaching and mentoring. You will come out of this experience ready to be a part of our success and a high performing member of the team.

Here, you have the flexibility to create a career that works with your life. Not to mention a collaborative, welcoming culture, inclusive employee resource groups, virtual happy hours, networking eventsWe could go on and on!

Can you go with the flow?

The ever-changing nature of this global pandemic means our work model is constantly evolving. No surprise, right? The one certainty here at C.H. Robinson is that your health and safety are our top priority. With offices around the globe, we continuously monitor guidelines and protocols to protect your wellbeing, and the wellbeing of your family and community.

Long-term, this position offers you the flexibility to work remotely 2 days per week, and your recruiting team will fill you in on details for your exact position and location in the meantime, depending on the current situation.

We recognize life's not all about work. That's why our hybrid work model gives you the flexibility to create a career that works with your personal and professional goals.

On your next adventure, you'll:

• Build and develop relationships with customers to ensure continued partnership
• Communicate shipment updates proactively and accurately ensuring a customer centric approach Analyze customer inquiries and provide quality and timely insights and updates to your customers Proactively identify opportunities to improve operational efficiency
• Respond to customers with a sense of urgency to provide an excellent customer experience
• Leverage C.H. Robinson's global technology platform, Navisphere, to generate reports, analyze load data and exceed customer expectations
• Network internally with Account Management, Operations, and Capacity teams

We value an environment where you can grow by challenging yourself, and are supported with the potential for internal promotion - within Sales, Global Forwarding, Operations, Account Management or other areas - so you can discover new interests, develop your strengths, and reach your life goals. So what are you waiting for? Click that apply button.

Questioning if you meet the mark? Studies have shown that women and people of color 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.