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Customer Excellence Manager

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Job ID
R40074
Address
Caffamacherreihe 5, Hamburg, Hamburg, Germany, 20355
Job TypeFull time

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

In this role, you will develop and manage customer relationships to promote retention and loyalty. You will skillfully apply C.H. Robinson's industry-leading modes, services, technology, and business processes on behalf of the customer. Partnering across business intelligence, product, implementation, commercial, and operational teams, you will ensure all groups work together to achieve each customer's goals.

Does this sound like you? Apply today and help us build a more efficient and sustainable future for the supply chain industry.

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 four days a week, igniting creativity and driving impactful results. With the flexibility for remote work one day a week, this role strikes the perfect balance between teamwork and autonomy.

DUTIES AND RESPONSIBILITIES

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

To excel in this role, you will:

  • Understand customer goals and drive the organizational plan to achieve them
  • Define and monitor key performance indicators to ensure service compliance and customer satisfaction
  • Lead continuous improvement initiatives through root cause analysis and cross-functional collaboration
  • Ensure account data quality and accuracy by working with global operational leadership
  • Conduct and participate in monthly and quarterly business reviews internally and externally
  • Represent digital solutions effectively by applying technology and analytics to customer strategy
  • Establish and maintain up-to-date Standard Operating Procedures (SOPs) and ensure their distribution
  • Coach and train leadership on customer-specific needs, ensuring alignment and resource prioritization

QUALIFICATIONS

Required:

  • High school diploma
  • Minimum 4 years total working within a Global Forwarding organization or related experience
  • Minimum 4 years of account management experience servicing multi-national and multi-cultural businesses
  • Ability to travel up to 30%
  • Fluent in German and English

Preferred:

  • Bachelor's degree
  • Excellent communication and audience-tailoring skills
  • Strong data analysis and integrity skills
  • Familiarity with problem-solving and continuous improvement
  • Ability to build relationships with stakeholders
  • Leadership skills for collaborative team environments
  • Strong organizational and multi-tasking abilities
  • Knowledge of market and industry with vertical expertise
  • Proficiency in Microsoft Office, including Power BI
  • Commitment to a diverse and inclusive workplace

WHAT WE OFFER

  • Real opportunities to grow your talent in a fast-moving, global organization
  • A fun, open, and inclusive workplace that encourages innovative thinking
  • Possibility to develop your language skills in our multilingual offices
  • Opportunities for professional growth with access to training platforms like Percipio and GoFluent
  • Comprehensive benefits: competitive salary and performance-based bonuses, 13th-month salary and attractive social benefits, company pension plan, participation in the Deutschlandticket, Employee Assistance Program (EAP), Employee Stock Purchase Plan (ESPP) after one year of employment

Questioning if you meet the mark? Studies have shown that women, people of color, and individuals with disabilities may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we’re building a diverse and inclusive workplace where all employees feel they belong. If this position excites you, we welcome you to apply whether you check all the preferred qualifications or just a few. You may just be our next great fit!

Why Do You Belong at C.H. Robinson?


C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. With $22 billion in freight under management and 19 million shipments annually, we are one of the world’s largest logistics platforms and rank in the FORTUNE 200. We’ve been an innovator in logistics for over 100 years. Our global suite of services accelerates trade to seamlessly deliver the products and goods that drive the world’s economy. With the combination of our multimodal transportation management system and expertise, we use our information advantage to deliver smarter solutions for more than 90,000 customers and 450,000 contract carriers on our platform. Our technology is built by and for supply chain experts to bring faster, more meaningful improvements to our customers’ businesses.

As a responsible global citizen, we contribute millions of dollars to support causes that matter to us and our people. FORTUNE has named C.H. Robinson one of the World’s Most Admired Companies 2024, showcasing our position as a leader in our industry. Our commitment to excellence is further affirmed by being named a Great Place to Work 2023-24 by the Great Place to Work Institute, one of Forbes’ Best Employers for Diversity and one of America’s Greatest Workplaces in 2023 by Newsweek. 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. For more information, visit us at www.chrobinson.com.


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