Supervisor, Service Delivery

C.H. Robinson Worldwide

Responsibilities:

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

Business Strategy

• Drive consistent execution that meets Service Delivery requirements and expectations
• Leverage Operations Dashboards and internal analytics to understand areas of service excellence & service gaps, and work with teams on actions to address identified gaps
• Learning and utilization of continuous improvement methodology in management of KPIs for the service delivery team
• Identify recurring service delivery interruptions & customer issues, drive root cause analysis and resolve via appropriate corrective & preventive actions
• Key customer contact for Service Delivery (Operational) needs
• Collaborate with multiple areas of the business to drive standardization of leading practices

Team Leadership:

• Lead direct reports by providing regular feedback, coaching and guidance based on performance, dashboards, and Personal Development Plan
• Ensure assigned team-members have a solid understanding of customer business objectives and the plans to attain those objectives
• Ensure service delivery team has resources required to execute day-to-day operations
• Coordinate schedules to ensure proper account coverage. Examples of but not limited to PTO, meals, breaks
• Maintain and utilize Account Specific Onboarding for new team members
• Other duties or responsibilities as assigned according to the team and/or country specific requirements