Customer Account Specialist

Job Title

Customer Account Specialist 

Position Location

El Paso TX

 

Pay/hours for position

$33 an Hour

Requirements of position

 

 

QUALIFICATIONS

Required:

 High School Diploma or GED Customer Engagement Experience Ability to travel up to 5% (domestically)

Preferred:

Bachelor’s Degree from an accredited college or university

Attention to detail, accuracy, and problem solving Demonstrated negotiation, collaboration, and influencing skills

 Basic proficiency in Microsoft Office Suite of Programs Values a diverse and inclusive work environment

 

 

 

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DUTIES AND RESPONSIBILITIES

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

Customer Experience:

Establishes contacts and builds relationships with customers to understand the customer’s needs Communicates proactively with customers, carriers, suppliers, and internal stakeholders to ensure customer needs are met

Manages conflict and navigates difficult conversations with the customer using tact and diplomacy

 Responds to customer inquiries and provides updates related to exception management in a timely manner

Ensures quality execution against expectations, identifies issues, and implements solutions Reviews internal and customer data inclusive of customer aligned KPIs for quality and accuracy

 Executes pricing strategy through applying effective negotiation skills, market acumen and knowledge of customer buying habits

Contributes daily to the growth of the business by understanding commitments, listening to customers’ needs and providing specific knowledge to influence results Process

Efficiency:

Accountable to adopt and apply new tool and processes that improve overall workflow Learns and applies knowledge of best practices to maintain consistency and gain efficiencies across the network

Utilizes data/reporting to identify and improve service results in order to meet customer expectations

Partners with internal resources to ensure account processes and SOPs are complete and adhered to Actively engages in daily/weekly team stand ups

 Execution:

 Leverages technology for order statuses and initiates corrective action when exceptions occur (verifying pricing, weights, delivery times, ship quantities, load information, etc.)

Executes customer workflows, preferences and SOPs and applies this knowledge to create efficient, cost-effective solutions for the customer

Provides ongoing issue resolution through communication with the customer and offers options and alternative solutions in a timely manner

 Works directly with the Account Management, Operations and Capacity teams to refine and improve daily execution and ensure exceptional service is delivered to C.H. Robinson customers

 Performs non-standardized operational work as needed to ensure a high-level customer experience Other duties or responsibilities as assigned according to the team and/or country specific requirements