Senior Account Coordinator

hace 3 semanas


Saltillo, México C.H. Robinson A tiempo completo

**DUTIES AND RESPONSIBILITIES**

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

- 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
- 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.H. 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**:

- 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

**Required Qualifications**:

- Minimum of 1.5 years experience in an Account Coordinator role
- Location: Monterrey
- Fluent English Level
- Sensitivity in operation
- Effective and strategic communication with the client
- Organized
- Problem solving skill
- Customer service ability

**Preferred Qualifications**:

- 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

**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.H. Robinson?**:
Standing out among the world’s largest logistics platforms, C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most comp


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