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Customer Excellence Manager

Job ID
R24051
Address
Caffamacherreihe 5, Hamburg, Hamburg, Germany, 20355

As the Customer Excellence Manager you will own the operational relationship with strategic customers and be the senior contact for operational excellence within the designated account base. This role is designed as the operational partner to the commercial account manager (Key Account Manager or Strategic Account Manager).

The primary function of the Customer Excellence Manager is driving operational excellence by incorporating continuous improvement and quality methodologies centered on the customer's key performance indicators (KPIs) and driving customer-centered outcomes across C.H. Robinson's global network of offices. This position serves as the key point of escalation and resolution of service, supply chain solutions, and operational concerns. 

In this role, you will also develop and manage customer relationships to promote retention and loyalty. The position is skilled at applying C.H. Robinson's industry-leading modes, services, technology, and business processes on behalf of the customer. As the Customer Excellence Manager you will partner across business intelligence, product, implementation, commercial and operational teams to ensure all groups work together to achieve each customer's goal.

Responsibilities:

  • An unequivocal understanding of customers' goals and ownership of the organizational plan on achieving those goals

  • Define & monitor customer’s operational key performance indicators to ensure service compliance and customer satisfaction

  • Drive continuous improvement initiatives by conducting root cause analysis using various problem-solving techniques and methodologies when results are subpar, working cross functionally within the organization to measure, track progress, and improve service

  • Collaborate across global operational leadership to ensure account data quality and accuracy is achieved

  • Conduct and coordinate operational Monthly Business Reviews (MBRs) / Quarterly Business Reviews (QBRs), both internally and externally

  • Lead the development and implementation of operational account plan(s), including operational relationship building, key people coverage plans, opportunity prioritization, overall account strategy to improve operational efficiencies

  • Ensure customer operational reporting requirements are fulfilled

  • Effectively represent our digital solutions through a deep understanding of applying technology and analytics to customer strategy

  • Establish & maintain Standard Operating Procedures (SOPs), ensuring they are kept up-to-date and distributed by the operations teams

  • Coach & train customer-specific needs across organizational leadership to ensure alignment and prioritization of resources

  • Creating data mining architectures/models/protocols, statistical reporting, and data analysis methodologies to identify internal process failures, redundances, and/or problems  

  • Perform complex analytics and statistical modelling on large data sets to create dashboards, reports, and summaries

  • Quantify the revenue impact of various customers

  • Maintain a solid working knowledge of regulatory, market, and industry information and convey it bother internally and externally

  • Accountable to customer feedback, inclusive but not limited to NPS survey corrective response action planning

  • Quickly build trust and respect through experienced relationship management skills

  • Proactive review of financial results, volume, and service performance report to monitor and drive account health 

  • Drive process improvement and cost avoidance for customers and C.H. Robinson by proactively identifying tech and automation opportunities through intelligent solutions

  • Support operational onboarding to new business awards in conjunction with implementation team

  • Motivate & coach operational teams to focus on the best customer experience

Requirements:

  • Minimum 5 years total working within a Global (Freight) Forwarding organization

  • Minimum 3 years of account management experience servicing multi-national and multi-cultural businesses

  • Ability to travel up to 30% (domestically)

Preferred:

  • Bachelor's degree from an accredited college or university

  • Excellent verbal, written and presentation communication skills, strong listener ability to connect to your audience, and ability to tailor messaging to the appropriate audience

  • Analytical mindset with a strong understanding of data fundamentals and passion for data integrity, validation, and discovering insights within the data

  • Familiar with problem solving and continuous improvement methodologies

  • Proven ability to integrate and grow relationships with both internal and external stakeholders

  • Strong leadership skills to motivate, develop, empower, and energize others while working in a collaborative and cross-functional team environment for the customer's benefit

  • Robust organizational skills including attention to detail and multi-tasking

  • Strong orientation and communication of financial and operational acumen

  • Broad market and industry knowledge and at least one vertical expertise

  • Strategic and creative thinking skills

  • Large project management experience

  • Proficient in Microsoft Office Suite of programs, including PowerBI

  • Pragmatic, proactive, and ability to work independently within a team

  • Values a diverse and inclusive work environment

What does C.H. Robinson offer you?

  • Real career possibilities and the opportunity to develop your talent in a fast-moving, global organization

  • A fun, positive, and open atmosphere, which encourages creative thinking

  • An opportunity to use and develop your language skills in our international work environment

  • Compensation that includes a competitive salary and additional incentives based on personal, team performance and business growth

  • Extensive training opportunities to move your career forward

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 complex. For 100+ years, our global suite of services has innovated trade to seamlessly deliver the products and goods that drive the world’s economy. With 19 million shipments annually for 105,000 customers, our people and technology literally move the world.

As a FORTUNE 200 company, FORTUNE has also named C.H. Robinson one of the World’s Most Admired Companies 2022. Headquartered in Eden Prairie, Minnesota, we are proud to be recognized as one of LinkedIn’s Top Companies in Minneapolis-St. Paul 2021. And we’re not stopping there… 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.


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