Customer Account Specialist

C.H. Robinson Shared Services; Monterrey; Hybrid; MXN 260,000 - 350,000; Full time

Benefits offered by this job

Life insurance

Medical insurance

Pension plan

Employee stock purchase plan

Job summary

C.H. Robinson Shared Services in Monterrey is seeking a Customer Account Specialist to support customers and manage cross-border logistics operations.

The role emphasizes delivering an exceptional customer experience while coordinating orders, loads, and related data with internal teams. The ideal candidate brings logistics or supply chain experience and a customer-facing mindset, with the ability to adapt in a dynamic environment and travel up to 5% domestically.

Qualifications

• High School Diploma or GED.
• Willingness to travel up to 5% domestically.

Responsibilities

• Foster customer relationships and deliver exceptional service.
• Coordinate operational tasks such as order creation, tracking, and load assignments.
• Resolve issues to ensure timely shipments and smooth cross-border processes.
• Collaborate with internal teams to optimize SOPs and KPIs.

Skills

Customer service

Logistics operations

Cross-border

Microsoft Excel

Education

High School Diploma or GED

Tools

Navisphere

EDI

Load Board Portals

Job description

C.H. Robinson is looking for a Customer Account Specialist to join our team in Monterrey.

This position plays a critical role in supporting customers and managing cross-border logistics operations. Working closely with customers and internal teams, you'll help ensure the successful execution of shipments, resolve operational challenges, and deliver an exceptional customer experience.

To be successful in this role, candidates should have previous experience in logistics, transportation, supply chain, customs processes, or cross-border operations. While customer relationship management is a key component of the position, this opportunity is best suited for professionals with a strong operational logistics background who are looking to continue developing their careers in a customer-facing environment.

Join us and help deliver smarter supply chain solutions for some of the world's leading companies!

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:

• 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.
• 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.
• 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.
• 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 travel up to 5% (domestically)

Preferred:

• Customer Engagement Experience
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook)
• Attention to detail, accuracy, and problem solving
• Values a diverse and inclusive work environment
• 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.