Product Specialist

C.H. Robinson•Kansas City, MO

1d•Hybrid

About The Position

C.H. Robinson is seeking three Product Specialists to analyze, research, and qualify current and prospective customers for a new digital technology platform. The role involves determining the best strategies to promote and drive platform adoption through various outreach methods like phone calls, emails, texts, and social media. A strong understanding of the company's services and technology offerings is crucial for driving optimal conversion and retention. This position will also lead efforts to gather feedback from users to identify key insights for product, IT, marketing, analytics, and leadership teams. A balance of analytical and interpersonal skills, along with an entrepreneurial spirit, is highly desired. This is a hybrid position requiring 4 days in-office at the Kansas City office. One of the positions requires bilingual Spanish proficiency.

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)
Ability to multitask with attention to detail and accuracy
Values a diverse and inclusive work environment

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

Responsibilities

Responds promptly to customer inquiries via phone, email, and chat.
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 shares 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 seeks AI fluency and acts 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
Career development, networking, and team-building opportunities