SENIOR ACCOUNT COODINATOR- ONSITE

DUTIES AND RESPONSIBILITIES The duties and responsibilities of this position consist of, but are not limited to, the following.
Customer Experience.
Serves as the customer resource, delivering a positive customer experience through proactive communication, timely responses and applying the appropriate sense of urgency as situations dictate  Establishes contacts and builds relationships at multiple levels and in multiple departments internally and within the customer organization  Coaches the customer on daily modal decisions and questions to ensure freight is properly executed Leverages Sales persuasion to retain and grow the business by listening to customers and effectively implementing creative order to cash solutions to the customer  Understands the market conditions impacting supply and demand, effectively communicates changes to customers and adjusts pricing to win and ensure sustainable profitability  Ensures quality execution against expectations, identifies issues and implements solutions applying the appropriate sense of urgency Reviews internal and customer data inclusive of customer aligned KPIs for quality and accuracy Engages customer with a focus on process improvement aligned to internal and external quality metrics Manages conflict and navigates difficult conversations with the customer using tact and diplomacy Understands negotiated payment terms and processes and helps to facilitate timely invoicing Connects with and influences internal and external parties to work through and resolve competing demands in the best interest of the customer and C.
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Robinson Participates in the creation of SOPs in partnership with Account Management resources to meet customer service expectations Ensures day to day service delivery aligns with account strategy and KPIs Collaborates and communicates with partners on the capacity/product/supply teams regarding customer needs, issues and solutions in order to meet customer expectations Contributes to account planning through proactive communication of operational insights to account management team Identifies new opportunities for Account Management team by understanding the competitive landscape and fostering customer relationships Proactively leverages existing customer relationships to maximize freight opportunities and increase wallet share   Accountable for internal carrier offer management Execution.
Oversees service delivery on assigned accounts, perception management and retention of accounts Regularly communicates with customers to provide updates related to exception management in a timely manner Collaborates with operations teams to effectively standardize tasks Leverages operations teams to execute process effectively and efficiently Understands market conditions and competitive landscape in order to prioritize and communicate the needs of the customer Shares customer specific data, requirements and expectations with internal resources in order to manage exceptions and resolve issues Stays informed of changes within the customers’ business, industry and sector through regular customer communication Reviews volume and service performance reports and makes recommendations adjustments to keep commitments for awarded freight  Observes, prioritizes, and communicates daily needs of accounts by delegating operational related activities based on customer needs Communicates with capacity teams to ensure coverage is in place by prioritizing daily customer needs Creates solutions for exception management including customer expectations and incomplete order information Site Specific.
Owns results of assigned area of responsibility Process Improvement.
Challenges status quo in areas of the business that are less efficient and may be candidates for automation Recommends, implements and evaluates changes based on market conditions of identified customer patterns, appropriate mix of mode utilization and account KPI with the goal of increasing volume opportunities Accountable for identifying process improvements for the benefit of CHR and customer accounts, creating consistent service across all touch points Other duties or responsibilities as assigned according to the team and/or country specific requirements QUALIFICATIONS Required.
High school diploma or GED Minimum 1 year of experience in an Account Coordinator role Ability to travel up to 10% Site Specific.
Fluent in Spanish and English (written and verbal) Preferred.
Bachelor’s degree from an accredited college or university Basic proficiency in Microsoft Office Suite of programs Demonstrated communication, decision making and problem-solving skills Attention to detail and ability to navigate ambiguity Values a diverse and inclusive work environment 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.
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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 We 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 500 company.
Why Do You Belong at C.
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Robinson? C.
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Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex.
With $22 billion in freight under management and 19 million shipments annually, we are one of the world’s largest logistics platforms and rank in the FORTUNE 200.
We’ve been an innovator in logistics for over 100 years.
Our global suite of services accelerates trade to seamlessly deliver the products and goods that drive the world’s economy.
With the combination of our multimodal transportation management system and expertise, we use our information advantage to deliver smarter solutions for more than customers and contract carriers on our platform.
Our technology is built by and for supply chain experts to bring faster, more meaningful improvements to our customers’ businesses.
As a responsible global citizen, we contribute millions of dollars to support causes that matter to us and our people.
FORTUNE has named C.
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Robinson one of the World’s Most Admired Companies , showcasing our position as a leader in our industry.
Our commitment to excellence is further affirmed by being named a Great Place to Work by the Great Place to Work Institute, one of Forbes’ Best Employers for Diversity and one of America’s Greatest Workplaces in by Newsweek.
Join us as we collaborate, innovate, and work as one global team to make life better and more sustainable for our customers, communities, and world.
For more information, visit us at www.
hrobinson.
om.