Service Assurance Manager - Port Services

C.H. Robinson • Chicago, IL

7d • Hybrid

About The Position

C.H. Robinson is seeking a Service Assurance Manager for its Port Services team. The role is the primary point of contact for aligned customer accounts within the Port Services service line, advocating for customers, driving continuous improvement, and delivering on customer commitments. The position partners with operations and other internal teams to ensure effective execution, resolve issues, meet service expectations, and provide a positive customer experience. This is a hybrid role requiring four days per week in the Chicago, Illinois office, with domestic travel of up to 10%.

Requirements

• High school diploma or GED.
• At least 2 years of previous logistics experience.
• Ability to travel domestically up to 10%.

Nice To Haves

• Bachelor’s degree from an accredited college or university.
• Strong analytical and problem-solving skills, including the ability to make data-driven decisions.
• Strategic orientation, relationship-building and negotiation skills, ability to persuade and influence others, and business acumen.
• Strong knowledge of warehouse and inventory operational environments.
• Ability to work effectively under deadlines and in a team while also delivering independent results.
• Strong prioritization and multitasking skills, with a sense of urgency.
• Excellent verbal and written communication skills and ability to work effectively with all levels of management and employees.
• Proficiency in Microsoft Office Suite.
• Values a diverse and inclusive work environment.

Responsibilities

• Partner with operations and capacity, product, and supply teams to support optimal execution for customers.
• Manage customer conflicts and difficult conversations with tact and diplomacy.
• Develop and manage customer continuous-improvement roadmaps in alignment with stakeholder priorities.
• Advocate for customers internally by communicating account-specific needs and supporting appropriate resource alignment and prioritization.
• Manage customer performance expectations and work with internal partners to identify and resolve issues in a timely manner.
• Provide proactive communication, timely responses, and appropriate urgency to deliver a positive customer experience.
• Ensure quality expectations are met on executed shipments.
• Ensure committed, awarded, priority, and strategic freight moves according to customer expectations by matching capacity to shipments.
• Resolve day-to-day problems by identifying issues, determining an appropriate course of action, and implementing solutions.
• Work with account management, operations, and leadership on shipment updates, problem resolution, and operational execution.
• Execute customer workflows, preferences, and standard operating procedures to create efficient, cost-effective solutions.

Benefits

• Three medical plans, including prescription drug coverage.
• Enhanced fertility benefits.
• Flexible Spending Accounts.
• Health Savings Account with employer contribution.
• Dental and vision coverage.
• Basic and supplemental life insurance.
• Short-term and long-term disability coverage.
• Paid observed holidays.
• Two paid floating holidays for U.S. hourly employees.
• Flexible Time Off for U.S. salaried employees, with no accruals or caps.
• Paid Time Off for other employees in the U.S. and Canada.
• Paid parental leave.
• Paid time off to volunteer in the community.
• Charitable Giving Match Program.
• 401(k) with 6% company matching.
• Employee Stock Purchase Plan.
• Career development, networking, and team-building opportunities.

What This Job Offers

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