C.H. Robinson is seeking a Supervisor Service Delivery to ensure the execution of the Service Delivery strategy for an assigned customer or customer portfolio, in line with customer SLAs and expectations. In this key position, you will be responsible for Service Delivery Excellence and Customer Satisfaction, Personnel Development and Management, and driving Operational Excellence through a Continuous Improvement approach.

Job Details:

Responsibilities:

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

Drive consistent execution that meets Service Delivery requirements and expectations
Leverage Operations Dashboards and internal analytics to understand areas of service excellence & service gaps, and work with teams on actions to address identified gaps
Learning and utilization of continuous improvement methodology in management of KPIs for the service delivery team
Identify recurring service delivery interruptions & customer issues, drive root cause analysis and resolve via appropriate corrective & preventive actions
Key customer contact for Service Delivery (Operational) needs
Collaborate with multiple areas of the business to drive standardization of leading practices

Team Leadership:

Lead direct reports by providing regular feedback, coaching and guidance based on performance, dashboards, and Personal Development Plan
Ensure assigned team-members have a solid understanding of customer business objectives and the plans to attain those objectives
Ensure service delivery team has resources required to execute day-to-day operations
Coordinate schedules to ensure proper account coverage. Examples of but not limited to PTO, meals, breaks
Maintain and utilize Account Specific Onboarding for new team members

Qualifications:

Required Qualifications:Required:

Minimum 3 years of experience in operations and/or customer/client service facing role
Experience mentoring and or coaching small project teams
Ability to travel up to 7.5% (domestically and international)

Preferred Qualifications:Preferred:

Bachelor’s degree from an accredited college or university
Previous supervisory experience
Experience executing businesses through Standard Practices and Operational Excellence methodologies
Proficient in Microsoft Office Suite of programs
Strong problem-solving and conflict resolution skills
Ability to adapt and lead in a fast-paced environment
Strong interpersonal/communication and presentation skills, with ability to communicate effectively in a highly responsive and professional manner
Ability to develop strong working relationships, both internally and externally
High level of integrity where personal and professional values are aligned with the company's mission, vision, and leadership framework
Ability to work collaboratively within the business setting
Values a diverse and inclusive work environment

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