Supervisor Service Delivery

C.H. Robinson; Wrocław; Hybrid; PLN 102,500 - 205,400; Full time

Benefits offered by this job

Bonuses

Private medical insurance

Life insurance

Cafeteria plan - My Benefit

Employee Stock Purchase Plan (ESPP)

Job summary

C.H. Robinson in Wroclaw is seeking a Supervisor Service Delivery to lead the service delivery strategy for assigned customer portfolios, ensuring SLAs and customer satisfaction.

The role combines on-site collaboration two days a week with remote work three days, offering opportunities to drive operational excellence through continuous improvement and cross-functional collaboration. The ideal candidate has at least three years in operations or customer service, with prior supervision and

Qualifications

• Minimum 3 years of experience in operations and/or customer/client service facing role
• Previous supervisory experience
• Experience mentoring and/ or coaching small project teams
• Ability to travel up to 7.5% (domestically and international)
• Bachelor’s degree from an accredited college or university

Responsibilities

• 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
• Maintain key customer contact for Service Delivery (Operational) needs
• Collaborate with multiple areas of the business to drive standardization of leading practices
• 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

Skills

Operations management

Supervisory experience

Coaching/Mentoring

Travel readiness

Stakeholder communication

Team leadership

Education

Bachelor’s degree

Tools

Microsoft Office Suite

Job description

C.H. Robinson is seeking a Supervisor Service Delivery to join our Managed Solutions Division in Wroclaw. As a key player on our service delivery team, you will be responsible for 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 oversee the responsibility for Service Delivery Excellence & Customer Satisfaction, Personnel Development and Management, and Service Delivery “Operational Excellence” via Continuous Improvement approach.

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 two days a week, igniting creativity and driving impactful results. With the flexibility for remote work three 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 are not limited to, the following:

• 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
• Maintain 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

Qualifications

Required:

• Minimum 3 years of experience in operations and/or customer/client service facing role
• Previous supervisory experience
• 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
• 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

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
• Comprehensive benefits: competitive salary and performance-based bonuses, Private medical insurance, additional Life insurance, Cafeteria plan - My Benefit, Employee Assistance Program (EAP), Employee Stock Purchase Plan (ESPP) after one year of employment

Compensation Range

zł102,500.00 - zł205,400.00

The base pay range displayed on each job posting reflects the minimum and maximum base pay for the position across the entirety of the country this requisition is posted in. Your individual base pay within this range is determined by work location, which takes into account geographic cost of labor, and additional factors, including job-related skills, experience, and relevant education or training. Compensation details listed in this posting reflect the base pay only.

Here at C.H. Robinson, we’re building an inclusive workplace where all employees feel they belong.