Carrier Success Specialist

C.H. Robinson•Eden Prairie, MN

3d•$21 - $33•Hybrid

About The Position

C.H. Robinson is looking for a Carrier Success Specialist to join their team. In this role, you will provide industry-leading carrier experience by offering immediate support and rapidly resolving common issues experienced by C.H. Robinson’s North American carrier base. You will drive carrier success by ensuring timely activation, quickly processing carrier insurance, and ensuring active risk monitoring to keep all parties safe from fraudulent activities. You are responsible for carrier satisfaction by thoroughly resolving common carrier issues, thoughtfully coaching carriers requiring product education and tech support, and supplying timely updates on load payment status. This team serves as a point of escalation for complex issues and successfully navigates the pass-off process, ensuring every carrier issue is resolved by the appropriate subject matter expert. This role will be based in their Eden Prairie, MN location with a hybrid schedule of 4 days in-office and 1 day remote.

Requirements

High school diploma or GED
Minimum 2 years of C.H. Robinson experience

Nice To Haves

Bachelors degree from an accredited college or university
Bilingual
Previous customer service experience
Excellent communications skills
Problem solving experience
C.H. Robinson Carrier Services experience
Capacity Sales experience
Quick learner who is successful at multi-tasking
Possesses strong detail orientation, does not duplicate mistakes
Proficient in Microsoft Office Suite of programs and possesses a strong understanding of CH Robinson’s career-facing technologies
Enthusiastic, curious and self-motivated
Possess high level of customer service skills; with ability to mediate between two conflicting parties
Possess strong troubleshooting and problem-solving skills
Ability to understand and follow multiple operational procedures and rule sets and make appropriate decisions
Values a diverse and inclusive work environment

Responsibilities

Deliver a differentiated experience and a personal connection with each carrier interaction; service that goes beyond what is generally expected.
Works hands on, day to day proactively and reactively, directly with our carrier partners as well as with internal contacts in commercial, capacity, operations, product and risk management.
Completes detailed review of carrier qualifications, during the sign-up process and conduct required entry of new carrier data into Navisphere platform or leveraging a 3rd party tool, vendor or database.
Process carrier account changes and/or update carrier status based on changes in contract, support cargo theft and fraud risk mitigation efforts by monitoring relevant carrier data, insurance changes/updates or suspicious behavior that requires immediate action.
Consistently tracks problem and issue trends, works to improve resolution success rates to improve carrier satisfaction ratings.
Provide updates and answers questions from C.H. Robinson network employees regarding their carrier’s status, relevant issues or account risk and health.
Handle carrier disputes professionally and appropriately providing conflict resolution when appropriate for issues that occur between CH Robinson and the carrier community.
Monitor carrier safety history and update account status where necessary.
Proactively provides overflow support for other teammates ensuring that overall workflow is addressed in a measured and satisfactory manner.
Support and process carrier specialty contracts and addendums (Hazmat, IMDL, international, etc.). Update contracts and addendums when necessary.
Serves as a carrier technology subject matter expert, supporting product/feature changes or roll outs and Navisphere carrier technology questions when escalated by the carrier community; supplies continuous feedback on product and feature feedback, direct from external users.
Serves as a point of escalation and takes immediate action on carrier feedback received to improve the carrier experience, solve carrier problems, and coach/teach to overcome hurdles related to a lack of clarity, tech and education gaps.
Understands and communicates CH Robinsons legal obligations and stances on payment terms, deductions, account activation requirements and more.

Benefits

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