Customer Account Specialist

C.H. Robinson is looking for a Customer Account Specialist in Guadalajara
In this role, you'll have a direct impact on customer satisfaction and operational success. You will serve as the primary point of contact for customers, managing accounts, resolving issues, and ensuring accurate data flow to keep supply chains running smoothly.

This position requires availability to work remotly 2nd shift (after hours, evenings, and nights). Your ability to communicate effectively, stay organized, and deliver solutions will be key to driving value for our global network.

Ready to grow your career with a global leader in logistics? Apply today and make an impact

At C.H. Robinson, we're committed to leveraging the power of remote collaboration to drive innovation and achieve success. In this role, you will engage with your peers from the comfort of your own space, using cutting-edge tools to ignite creativity and deliver impactful results. Enjoy the flexibility and autonomy of a fully remote position, while still being an integral part of our dynamic team.

DUTIES AND RESPONSIBILITIES

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

Customer Experience and Growth:

• Cultivate and maintain strong, trust-based relationships with customers, adeptly addressing their needs and surpassing expectations.
• Anticipate customer requirements and provide timely solutions, fostering long-term satisfaction and loyalty.
• Resolve conflicts diplomatically, prioritizing the preservation of customer relationships.
• Contribute to account growth by identifying opportunities for improvement and sharing insights with stakeholders.
• Other duties or responsibilities as assigned according to the team and/or country specific requirements

Operational Excellence:

• Execute operational tasks such as order creation, load assignment, and tracking with precision and efficiency.
• Ensure the accuracy and integrity of all operational data, including financial details and order adjustments.
• Utilize technological tools to manage orders, identify discrepancies, and implement corrective measures promptly.
• Champion the adoption of new processes and tools to enhance operational efficiency and effectiveness.

Team Collaboration and Process Efficiency:

• Collaborate with internal teams to streamline account processes, standard operating procedures (SOPs), and key performance indicators (KPIs) in alignment with customer expectations.
• Actively engage in team meetings and knowledge-sharing sessions to drive continuous improvement and best practices implementation.
• Serve as a resource and mentor to colleagues, fostering a culture of mutual support and learning.

Additional Responsibilities:

• Implement account pricing strategies as directed by account management.
• Handle tender responses and build and maintain Load Board Portals (LBPs).
• Schedule appointments and optimize load/mode configurations where applicable.
• Maintain and update W-codes and associations, monitoring automation dashboards for issues and opportunities.
• Manage shared inboxes and address Accounts Receivable (AR) tasks efficiently.
• Troubleshoot Electronic Data Interchange (EDI) and Navisphere online platforms.
• Foster relationships and communication with LTLSC and other shared services.
• Process claims and manage accessorial charges effectively.
• Set up afterhours support as required.
• Continuously improve customer accounts through a performance improvement lens.

QUALIFICATIONS

Required:

• High School Diploma or GED 
• Ability to work evenings and/or weekends.
• Customer Engagement Experience
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook) 
• Attention to detail, accuracy, and problem solving

Preferred:

• Willingness to learn and adapt in a dynamic environment 
• Values a diverse and inclusive work environment

CH Robinson is an equal opportunity employer. All employment decisions are made without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, or disability.

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.