Customer Account Specialist

The Customer Account Specialist 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 and capacity resources as an active member of an account team to ensure the customer’s freight moves as planned and takes actions to resolve exceptions when they occur. This position is aligned to a portfolio of customers. As a critical customer support contact, the Customer Account Specialist resolves issues and drives exceptional service through continuous improvement process and initiatives.

 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
• Ensures quality execution against expectations, identifies issues, and implements solutions
• Reviews internal and customer data inclusive of customer aligned KPIs for quality and accuracy
• 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 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:

• 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
• Provides ongoing issue resolution through communication with the customer and offers options and alternative solutions in a timely manner
• 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
• 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
• Values a diverse and inclusive work environment