Lead Operations Coordinator

DUTIES AND RESPONSIBILITIES

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

• Perform daily board management. Monitor workloads and staffing levels and assign and/or delegate work to ensure daily expectations and deliverables are met and completed with quality.
• Serve as a first line of support for operations team members. Answer questions, address problems or redirect work when needed and escalate issues where necessary. Keep operations supervisors apprised of trends or concerns.
• Work directly with the Account Coordinator and/or Account Manager job family to ensure exceptional service is delivered to C.H. Robinson customers.
• Build relationships at the appropriate level and work collaboratively both internally and externally to achieve positive outcomes.
• Follow through on customer and carrier requests to ensure satisfaction.
• Document events utilizing knowledge gained through SOPs and experience and, when required, follow defined escalation procedures.
• Understand customer workflows, preferences, and SOPs and apply this knowledge to create efficient, cost-effective solutions for the customer with consistent service across all touch points.
• Validate and ensure the accuracy of load data in systems to CHR, customer, and carrier standards.
• Utilize data and reporting to identify and improve service results in order to meet customer expectations.
• Ensure customer TMS requirements are met.
• Execute internal carrier offer management for specified customer(s).
• Respond to customer inquiries and provide updates related to exception management in a timely manner.
• Provide ongoing issue resolution through communication with the customer and offer options and alternative solutions in a timely manner.
• As needed, complete operational tasks to ensure daily deliverables are met.
• Other duties or responsibilities as assigned according to the team and/or country-specific requirements.

QUALIFICATIONS

Required:

• High School diploma or GED.
• At least 2 years of related C.H. Robinson experience; operations experience strongly preferred.
• Ability to work evenings and/or weekends (select roles only).
• For external postings only: Minimum 3 years of call center customer service or transportation/logistics experience.

Enjoy a flexible workweek with three consecutive days off (Tuesday-Thursday), giving you more time for personal projects, hobbies, or extended weekends. This schedule also offers later start times, perfect for those who prefer working afternoons and evenings rather than early mornings.

• Monday: 11:00 AM – 9:00 PM PT
• Tuesday - Thursday: OFF (3-day break!)
• Friday - Sunday: 11:00 AM – 9:00 PM PT

This role is ideal for individuals looking for work-life balance while still having the opportunity to grow in a dynamic environment.

Preferred:

• Bachelor’s degree from an accredited college or university.
• Previous customer service experience in a call center or similar environment.
• Understanding of C.H. Robinson systems and capabilities.
• Proficient in Microsoft Office Suite of programs.
• Values a diverse and inclusive work environment.
• Verbal and written communication.
• Excellent customer service orientation.
• Self-motivated with the ability to work under limited supervision.
• Delegation and providing direction to others.
• Providing direct feedback to others.
• Time management.
• Ability to prioritize well.
• Attention to detail and accuracy.

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.

We will review applications for this role on an ongoing basis and encourage all interested candidates to apply at their earliest convenience.

Compensation Range

$22.60 - $35.24

The base pay range displayed on the job posting reflects the minimum and maximum base pay for this specific location.  Your individual base pay within this range is determined by job-related skills, experience, and relevant education or training.  During the hiring process, your recruiter will provide more details. Compensation details listed in this posting reflect the base pay only and do not include additional variable compensation.

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