Supervisor Service Delivery

C.
H. Robinson is looking for a Supervisor Service Delivery in Monterrey to lead a team supporting Freight Pay operations across multiple logistics accounts. In this role, you will have a direct impact on customer satisfaction, carrier payments, operational performance, and the continuous improvement of transportation processes within our logistics organization.
As a Supervisor Service Delivery, you will lead a team of logistics professionals responsible for resolving invoice and freight payment issues, managing escalations, improving processes, and ensuring service excellence across a diverse portfolio of transportation accounts. You will collaborate closely with Service Delivery, Customer Success, Implementation, and Operations teams while driving standardization, troubleshooting complex challenges, and developing team capabilities in a fast-paced environment.
If you are an experienced logistics leader who thrives on problem-solving, process improvement, and leading high-performing teams, we encourage you to apply and help shape the future of Freight Pay operations at C.
H. Robinson.
At C.
H. Robinson, we’re firm believers in the power of in-person collaboration to fuel innovation and propel success. In this role, you will engage with peers on-site one day a week, igniting creativity and driving impactful results. With the flexibility for remote work four days a week, this role strikes the perfect balance between teamwork and autonomy.
DUTIES AND RESPONSIBILITIESThe duties and responsibilities of this position consist of, but are not limited to, the following:Outline and communicate employee role accountabilities and expectations and prioritize and delegate work. Monitor results and provide regular coaching to ensure productivity, quality, efficiency, and service objectives are achievedConduct regular check-ins and annual performance management routines. Support the team’s personal and professional development; understand individual needs and create opportunities for experiences that support development needsClearly communicate operations objectives and team/individual performance metrics. Ensure daily/weekly standups are executed. Keep employees well-informed of operational activities, initiatives and results and the impact internal and external partners and C.
H. RobinsonWork with next-level manager and work force analysts to define staffing levels and work schedules. Monitor work hours to manage personnel and overtime costsWork closely with next-level leaders to drive effective change management and employee adoption of new tools, technology, processes and/or expectationsParticipate in recruitment, selection, promotion, and alignment of qualified and diverse talentSupport the annual merit and equity programs for assigned teams to align compensation with performance resultsEncourage employee feedback through formal and informal channels. Work with next level manager to acknowledge and act on feedback to drive a trusting culture of open two-way communication, inclusivity, and continuous improvementOptimize daily workflow to achieve quality and efficiency goals. Continuously monitor work and assess operational processes to identify opportunities for improvementAct as an escalation point for exceptions and problem resolutionCommunicate and ensure employee understanding of and compliance to policies, procedures, and SOP’s (internal operational and customer)Ensure team’s understanding of available tools and systems to improve work processes and automation. Work with next-level leaders, operations leaders, and internal stakeholders to ensure effectiveness and/or efficiency of systems. Present suggestions for improvements to drive better performance.
Build and maintain effective relationships with internal stakeholders. As necessary, review service level metrics and keep internal partners apprised of operations results, initiatives, or changes. Remain current on business needs and changes and external partner expectations. Partner on problem resolution and work together on continuous improvement. Ensure operations team members are well-informed of business expectations and well-positioned to deliverBuild, maintain and leverage internal relationships with operations peers that reinforces a culture of one team and enables the execution of high-quality service, ethical issue resolution, and process or service improvements. Share observations, feedback, and ideas to operations leadershipPerform operational task work and/or fill in for peer group when neededAdhere to a high level of operational excellence with respect to timeliness and audit KPI'sPrepare operational performance reports to provide insights to employees and next level leadership related to production, expense and quality of service. Take action to improve results where neededGuides the team in identifying upstream KPIs to adopt a more proactive, forward-looking approach to performance managementResponsible for the annual workforce planning process, including