Service Delivery Supervisor

C.H. Robinson; Monterrey; Hybrid; MXN 600,000 - 800,000; Full time

Benefits offered by this job

Life and medical insurance

Wealth Accumulation Plan

Employee Stock Purchase Plan

Job summary

C.H. Robinson in Monterrey is hiring a Supervisor Service Delivery to lead a high-performing team and ensure top-notch service for customers. You will mentor staff, optimize processes, and align operations with business goals.

On-site collaboration is emphasized with one day in-person weekly and four days remote, enabling effective teamwork while maintaining flexibility. The role requires strong leadership, KPI focus, and proactive problem solving to sustain service excellence.

Qualifications

• Minimum 3 years of experience in operations and/or customer service.
• Experience mentoring and coaching small project teams.
• Willingness to travel up to 7.5% domestically and internationally.

Responsibilities

• Lead day-to-day service delivery and oversee a high-performing team.
• Coach team members, monitor performance, and drive KPI improvements.
• Partner with internal stakeholders to enhance efficiency and customer satisfaction.

Skills

Leadership

Coaching

Communication

Analytical mindset

Education

Bachelor’s degree

Tools

Microsoft Office Suite

Job description

C.H. Robinson is looking for a Supervisor Service Delivery in Monterrey to lead a high-performing team and ensure consistent, high-quality service for our customers. In this role, you’ll have a direct impact on operational performance by developing your team, driving process improvements, and ensuring service expectations and business objectives are met.

You’ll oversee day-to-day service delivery, coach and empower team members, monitor performance, and partner with internal stakeholders to identify opportunities for greater efficiency and customer satisfaction.

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 RESPONSIBILITIES

The duties and responsibilities of this position consists of, but is 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
• Other duties or responsibilities as assigned according to the team and/or country specific requirements

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:

• 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

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.