Operations Coordinator

DUTIES AND RESPONSIBILITIES

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

Customer Experience:

• Demonstrates a strong understanding of internal and/or external customer needs, recognizes service issues, and implements customer-focused practices or escalates when appropriate.
• Proactively builds relationships with customers, carriers, suppliers, and internal stakeholders to achieve positive outcomes and understand customer needs.
• Communicates effectively, simplifying complicated ideas and ensuring critical information is shared succinctly.
• Responds promptly to customer inquiries, provides timely updates related to exception management, and follows through on requests to ensure satisfaction, while inviting feedback for continuous improvement.
• Handles requests from carriers related to scheduling and communicates these quickly, including follow-up
• Exhibits high levels of patience and empathy, ability to improvise to solve problems and ensure customer satisfaction
• Manages conflict and navigates difficult conversations with tact and diplomacy, ensuring professional and constructive interactions.
• Maintains a collaborative approach internally and externally, contributing to team and organizational success.

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:

• Gathers data and creates reporting related to carrier efficiency and profitability
• Actively track and trace carriers and communicate updates to internal and external stakeholders
• Receives and files paperwork appropriately to process payments
• Requests and submits updated carrier COI’s
• Books loads and communicates rate information
• Follows up on daily load boards, including working with other CH branches to ensure outsource loads are booked correctly
• Actively resolves issues with automated tracking
• Troubleshooting issues from carrier and shipper perspectives independently
• Closes shipments according to information received,
• Resolves/releases accounting to both carrier and customer
• Able to understand and utilize automaton technology for both tracking and operational functions
• Ability to execute multiple tasks simultaneously and maintain high levels of quality
• Monitors Event Board, resolving accounting issues, transit issues, various requests
• Gathers and completes accessorial reporting for both carriers and customers
• Create/maintain editable spreadsheets with growers, customers, and carriers for various tracking/communication purposes
• Document and fulfill fuel advance requests
• Leverages technology for order statuses and initiates corrective action when exceptions occur (verifying pricing, weights, delivery times, ship quantities, load information, etc.)
• 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

Enjoy a flexible work schedule! This 40-hour per week position works Wednesday to Sunday and allows for flexibility in your days off. Saturday and Sunday shifts are from 7:30 AM to 1:30 PM. This role is hybrid, combining the best of both worlds with 3 days of in-office work.

QUALIFICATIONS

Required:

• Availability to work both Saturday and Sunday from 7:30am- 1:30pm. However, the rest of the schedule is fairly flexible with at least 2 days per week off.
• High School Diploma or GED
• Customer Engagement Experience
• Ability to travel up to 5% (domestically)

Preferred:

• Attention to detail, accuracy, and problem solving
• Basic proficiency in Microsoft Office Suite of Programs
• Values a diverse and inclusive work environment.

Even better if:

• You can speak both English and Spanish.

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.

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.