POSITION SUMMARYThe Account Coordinator is responsible for delivering a quality customer experience, building customer relationships, and managing process execution for existing C.H.
Robinson customers.
This role will partner with operations, supply, and/orcapacity resources as an active member of an account team to ensure the customer's business/freight moves as planned and takes actions to resolve exceptions when they occur.They will leverage our processes and technology to drive efficiency.
This position is aligned to a portfolio of customers.
As a critical customer support contact, the Account Coordinator ensures customer commitments are met, resolves issues, drives continuous improvement, and articulates customer value.The Account Coordinator role will develop your business knowledge, sales acumen, and the foundational skills to enable a flexible career path in a variety of critical customer-oriented roles at CH Robinson.
DUTIES AND RESPONSIBILITIESThe duties and responsibilities of this position consist of, but are not limited to, the following:Customer Service:Establishes contacts and builds relationships with customers to understand the customer's needsCommunicates proactively with customers, carriers, suppliers, and internal stakeholders to ensure customer needs are metManages conflict and navigates difficult conversations with the customer using tact and diplomacyResponds to customer inquiries and provides updates related to exception management in a timely mannerEnsures quality execution against expectations, identifiesissues, and implements solutions Reviews internal and customer data inclusive of customer aligned KPIs for quality and accuracyEmpowered to execute the customer pricing strategy set by account management team focused on capturing profitable market shareGrows the business by listening to customers' needs, communicating opportunity to Account Management, and providing key customer specific knowledge to influence resultsProcess Efficiency:Leverages available tools and resources to implement efficienciesLearns 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 expectationsPartners with internal resources to ensure account processes and SOPs are complete and adhered toSite Specific: Minimizes manual processes when possible without diminishing customer value 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 customerProvides ongoing issue resolution through communication with the customer and offers options and alternative solutions in a timely mannerCollaborates with operations teams to effectively standardize tasks Leverages operations teams to execute process effectively and efficientlyPerforms non-standardized operational work as needed to ensure a high-level customer experienceSite Specific: Owns results of assigned area of responsibilityOther duties or responsibilities as assigned according to the team and/or country specific requirementsQUALIFICATIONSRequired:High School Diploma or GED Site Specific: Fluent in Spanish and English (written and verbal)Preferred:Bachelor's degree from an accredited college or university Customer Service experienceSite specific: previous industry experience Attention to detail, accuracy, and problem solving Basic proficiency in Microsoft Office Suite of programsValues a diverse and inclusive work environmentBenefitsWe offer a competitive benefits plan above the Mexican Labor Law.
This includes life and medical insurance, a Wealth Accumulation Plan (Plan de Pensiones), an Employee Stock Purchase Plan, and among others, the opportunity to prosper in a Fortune company.
