Associate Service Assurance Manager

C.H. Robinson Worldwide; Chicago (IL); On-site; USD 30,000 - 48,000; Full time

Benefits offered by this job

401(k) with 6% company matching

Paid Time Off (PTO) offered to US and 

Paid parental leave

Job summary

C.H. Robinson Worldwide is seeking a Service Assurance Manager to lead warehouse investigation, troubleshooting, and customer advocacy. You will partner with cross-functional teams to ensure optimal customer experience and drive continuous improvement in the warehouse network.

The role emphasizes problem analysis, process improvement, and a solutions-oriented mindset, with responsibilities spanning data-driven reporting, performance management, and customer relationship leadership.

Qualifications

• High School diploma or GED required.
• Ability to travel up to 10% domestically.
• 0 to 2 years of CH. Robinson experience.
• Strong analytical and problem-solving skills; data-driven decisions.
• Strong strategic orientation, relationship building, negotiation skills, and business acumen.
• Strong knowledge of warehouse and inventory operational environments.
• Ability to meet deadlines and work in a team while delivering independent results.
• Excellent verbal and written communication skills; proficient in MS Office.

Responsibilities

• Act as primary point of contact for customer warehouse experience and success.
• Manage conflicts with tact and diplomacy.
• Ensure quality execution against warehouse KPIs and service commitments.
• Identify process gaps and promote change management and improvements.
• Conduct root-cause research and provide solutions input.
• Provide guidance and solutions within warehouse operations tolerance.
• Own warehouse claim induction, research, and resolution.

Skills

Analytical skills

Problem solving

Communication

MS Office

Warehouse operations

Inventory management

Relationship building

Negotiation

Time management

Education

High School diploma or GED

Tools

Microsoft Office

Job description

The Service Assurance Manager acts as the primary figurehead and point of contact for warehouse investigation, research, troubleshooting, and correspondence in support of customer success in the warehouse network. They are responsible for customer inventory activity and advocacy, driving continuous improvement and delivering upon and exceeding warehouse service commitments. In this role, you will partner and collaborate closely with cross with various stakeholders (Warehouse and Commercial leaders, IT, Industrial Engineering, and Transportation) to ensure an optimal customer experience. The ideal candidate has served in several roles at C.H. Robinson; has a passion for problem analysis, process improvement, and is solutions oriented.

DUTIES AND RESPONSIBILITIES

• Customer Warehouse Experience: Proactively communicates with customers and account management to ensure customer needs are met and orders are fulfilled
• Manages conflict and navigates difficult conversations with tact and diplomacy
• Ensures quality execution against warehouse KPIs and service commitments
• Identifies process gaps and inefficiencies; promotes change management and improvement
• Conduct research to identify root cause and provide solutions input
• Listens to customer and account management needs and provides guidance and solutions within tolerance of warehouse operations
• Solutions oriented; strong ability to create and execute plans to drive change
• Owns warehouse claim induction, research, resolution process
• Liaison for Warehouse and Commercial Account Management: Is the primary day-to-day contact for Account Management interaction and communication to business case needs
• Operates as a resource for customer learning, coaching, development, and relationship management
• Translate diverse and specific commercial account management feedback in a tactical manner so warehouse leadership can receive and take appropriate action
• Fosters partnerships and collaborative relationships with members of all warehouse leadership and employees
• Translate diverse and specific warehouse feedback in a tactical manner which commercial account management can receive and take appropriate action
• Acts as an advocate for customers, internally conveying customer-specific needs across the organization to ensure proper alignment and prioritization of resources
• Process Efficiency and Accuracy: Develops inventory reporting which supports customer fulfillment; item level, quantity, velocity, inbound replenishment, and more as needed to provide Inventory Management Consultative support
• Interprets customer’s business and service goals related to warehouse operations and effectively communicates performance success and opportunities
• Utilizes system and ad-hoc reporting capabilities to provide data-driven conversations, improvements, and performance evaluations
• Employs forensic level analysis and research to diagnose defect, waste, and inefficiencies
• Initiates action plans which address individual and wholesale improvements which ensure optimal warehouse execution
• Contributes to creation of resource materials, training documents and presentations
• Prepare quality reports, communicate findings/activities/response, and distribute appropriately
• Other duties or responsibilities as assigned according to the team and/or country specific requirements

QUALIFICATIONS

• High School diploma or GED
• Ability to travel up to 10% (domestically)
• 0 to 2 years of previous C.H. Robinson experience
• Strong analytical and problem-solving skills; ability to make data-driven decisions
• Strong strategic orientation, relationship building, negotiation skills (ability to persuade, motivate and influence others), and business acumen
• Strong knowledge of warehouse and inventory operational environments
• Ability to thrive under deadlines and work in a team environment, while also delivering independent results
• Strong prioritization skills, multi-tasking skills, and works with a sense of urgency
• Excellent verbal and written communication skills; must work effectively with all levels of management and employees
• Proficient in Microsoft Office Suite of programs

Values a diverse and inclusive work environment

Compensation Range $21.95 - $34.71 The base pay range displayed on the job posting reflects the minimum and maximum base pay for this specific location. Your individual base pay within this range is determined by job-related skills, experience, and relevant education or training. Compensation details listed in this posting reflect the base pay only and do not include additional variable compensation.

Equal Opportunity C.H. Robinson is proud to be an Equal Opportunity Employer. We are committed to a workplace and performance culture that reflects the strengths of our worldwide marketplace. We value unique experiences and diverse backgrounds of our people within our company, our business relationships, and our communities. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

EOE\Disabled\Veteran Benefits

Your Health, Wealth and Self Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals.

• Three medical plans which include Prescription drug coverage
• Enhanced Fertility benefits
• Flexible Spending Accounts
• Health Savings Account (including employer contribution)
• Dental and Vision Basic and Supplemental Life Insurance
• Short-Term and Long-Term Disability
• Paid observed holidays
• 2 paid floating holidays for U.S. hourly employees
• Flexible Time Off (FTO) offered to U.S. salaried employees — no accruals and no caps.
• Paid Time Off (PTO) offered to all other employees in the U.S. and Canada
• Paid parental leave
• Paid time off to volunteer in your community
• Charitable Giving Match Program
• 401(k) with 6% company matching
• Employee Stock Purchase Plan
• Plus a broad range of career development, networking, and team-building opportunities

Learn more about our benefit offerings on our BENEFITS & WELLBEING page

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.