Product Specialist

C.H. Robinson • Kansas City, MO

1d • Hybrid

About The Position

C.H. Robinson is looking for Three Product Specialists to join their team. In this role, you will be responsible for analyzing, researching, and qualifying current and prospective customers to determine which accounts to target for a new digital technology platform. You will be responsible for determining the best approach to promote and drive adoption of the platform. These methods could include proactive customer outreach to introduce the platform utilizing multiple approaches including phone calls, emails, texts, social media, etc. In this role, a thorough working knowledge of the services and technology offerings will be critical to best drive optimal conversion and retention on the platform. In this role, you will also lead efforts to gather feedback throughout the process to identify key insights that can be shared across the various internal groups including the product team, IT, marketing, analytics, and leadership. A strong balance of analytical and interpersonal skills are highly desired for this role. If you are a self-starter who brings enthusiasm, ambition, and an entrepreneurial spirit to the role, then this may be a good fit for you. This is a hybrid position with 4 days in-office at our Kansas City office. One of the positions will require being bilingual in Spanish.

Requirements

• High School Diploma or GED
• 1+ years of experience in customer service, sales operations, account management, etc.
• Strong interpersonal, analytical, and communication skills
• Proficiency in Microsoft Office (Word, Excel, Outlook)

Nice To Haves

• Bachelor’s degree from an accredited college or university
• CRM/tech platform experience
• Experience with CRM systems and/or marketing automation platforms
• Ability to multitask with attention to detail and accuracy
• Values a diverse and inclusive work environment

Responsibilities

• Responds promptly to customer inquiries via phone, email, and chat, as necessary.
• Tracks and traces shipments, updates load statuses and resolves minor platform issues.
• Escalates complex issues to appropriate departments and documents all interactions accurately.
• Follows company SOPs and ensures compliance with CHR and customer standards.
• Displays ownership and investment in the entire FQ by CHR customer experience.
• Educates customers and prospects on the benefits of using the FQ self-serve solution.
• Conducts exception management outreach using phone, email, text, and social media.
• Provides education and live demonstrations of the platform to customers to support adoption.
• Routes customers to the optimal CHR freight solution to meet their shipping needs.
• Seeks feedback from platform users to understand their experience.
• Documents and share key insights with internal teams.
• Supports the resolution of customer issues using a technology-first approach.
• Meets or exceeds department metrics and quality assurance standards.
• Works independently with minimal supervision while leveraging available tools and resources to focus on problem solving and root cause analysis of system issues.
• Invites customer feedback and suggestions for improvement to applications and processes.
• Participates in the Lean Principles outlined in the Robinson Operating Model and A3 Problem Resolution Process.
• Proactively seek AI fluency and act as the Human-in-the-Loop supporting the agent-customer relationship.
• Plays a key role in training AI agents and driving continuous improvement initiatives.
• Operates with a high degree of independence and serves as a subject matter expert in exception management and customer engagement.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED