C.H. Robinson

Customer Account Specialist (Brokerage Sales) – Chicago – USA

Job Overview

Duties & 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 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
  • Recognizes opportunities to leverage automation and take action to promote value
  • Proactively calls dormant customers to reestablish contact and generate demand
  • Ensures quality execution against expectations, identifies issues, and implements solutions
  • Provides pricing to quote requests following SOPs and pricing tools
  • 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 tools and processes that improve overall workflow
  • Learns and applies best practices to maintain consistency and gain efficiencies across the network
  • Utilizes data/reporting to identify opportunities to improve service and grow wallet share
  • 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
  • Certified Navisphere 2.0 Admin, able to create customer and supplier logins and support training
  • Provides ongoing issue resolution through communication with the customer and offers options and alternative solutions in a timely manner
  • Works directly with, Portfolio Executives, Territory Sales, Operations and Capacity teams to create, 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

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

More Information

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C.H. Robinson

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