C.H. Robinson

Operations Manager (Ocean Export) – Wood Dale – USA

Job Overview

Duties & responsibilities

The duties and responsibilities of this position consists of, but are not limited to, the following:

Leadership
  • Promote a culture and working environment that embraces growth and development to meet the needs of our employees and customers, resulting in higher employee engagement and overall customer satisfaction
  • Instill professionalism, ensure adherence to policy and procedures, and encourage consistency of process
  • Identify development opportunities, provide constructive feedback, offer continuous training opportunities for direct line reports
  • Play major role in recruitment, onboarding, and continuous development of talent
  • Provide individualized coaching plans for direct reports and host semi-annual Talent (performance) reviews
Communication
  • Regularly share industry news, department changes, and process updates to department
  • Draft client advisories on relevant trade, market, and regulatory updates
  • Provide guidance to employees on how to respond to challenging customer scenarios
Strategy
  • Maintain monthly balanced scorecard of department performance
  • Participate in pricing and process negotiations
  • Collaborate with branch leadership teams to deliver effective problem resolution and process improvement
  • Set quantitative, qualitative, and personalized objectives for Department supervisors
  • Design, control, and maintain the process for successful service delivery
Customer Service
  • Uphold our customer SLA (service level agreements)
  • Serve as a role model in developing relationships with clients, origin counterparts, and destination partners critical to the success of our clients’ transportation and supply chain systems
  • Utilize tools to confirm effective process execution and timely, accurate invoicing for services rendered
  • Mentor employees to deliver quality business reviews
  • Conduct business reviews and support sales efforts
  • Troubleshoot and design solutions for challenging customer scenarios
Operations
  • Assign and ensure proper setup for new business onboarding
  • Mitigate operating expenses by actively managing resources against activity forecasts
  • Utilize operational and financial tools to monitor daily tasks, set priorities, and measure performance
  • Quickly and effectively resolve issues with airlines, steamship lines, ports/CFS, outside forwarders/brokers
  • Monitor and maintain control over accounts receivable/accounts payable
  • Manage and revise best practice and SOP materials
  • Confirm that the supervisors and operations staff have the tools, time, and support they need to successfully service the customers
  • Identify opportunities to utilize global operations team to deliver continuous improvement exercises that strengthen the customer relationship and improves efficiency
  • Other duties or responsibilities as assigned according to the team and/or country specific requirements

Qualifications

Required
  • High School Diploma or GED
  • Minimum 5 years of Global Forwarding Transportation experience
  • Minimum 3 years of direct people management experience
  • Ability to travel up to 10% (domestically and internationally)
Preferred
  • Bachelor’s degree from an accredited college or university
  • Proven flexibility & adaptability to product and customer needs
  • Time management and organizational skills
  • High emotional intelligence, situational leadership, and coaching techniques
  • Excellent written & verbal communication skills
  • Demonstrate strong operations management performance
  • Understanding of financial statements and key performance metrics
  • Track record of building strong customer relationships
  • Site Specific:  Additional European language (regional languages)
  • Values a diverse and inclusive work environment

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.

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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