Job Description

The Manager, Service Delivery is responsible for the execution of TMC’s Service Delivery strategy for an assigned customer or customer portfolio, in line with customer SLAs and expectations. This includes responsibility in the following areas: Service Delivery Excellence & Customer Satisfaction, Personnel Development and Management, Service Delivery “Operational Excellence” via Continuous Improvement approach.

Responsibilities:

• Understand Service Delivery requirements & expectations and drive consistent execution that meets those 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
• Utilization of "Operational Excellence” in management of KPIs for the service delivery team
• Lead and mentor direct reports providing regular feedback, coaching and guidance based on performance, dashboards and Personal Development Plan
• Active utilization of Manager Effectiveness Toolkit

• Ensure that all assigned team-members have a solid understanding of customer business objectives and the plans to attain those objectives
• Identify recurring service delivery interruptions & customer issues, drive root cause analysis and resolve via appropriate corrective & preventive actions
• Key customer contact for Service Delivery needs
• Collaboration across different areas of the business to drive standardization of leading practices
• 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
• Maintaining and utilizing Account Specific Onboarding for new team members

Required Qualifications:

• Bachelor’s degree from an accredited college or university preferred
• A blend of education and work experience may be considered
• 4+ year of professional experience in Logistics or Supply Chain Management Operations
• 2+ years of direct or indirect Management experience

• Ability to travel up to 10% (domestically / international)

Preferred Qualifications:

• Advanced comprehension of Microsoft Office Applications
• Experience executing businesses through Standard Practices and Operational Excellence methodologies
• Strong problem-solving and conflict resolution skills
• Ability to adapt and lead in a fast-paced environment
• Strong interpersonal/communication and presentation skills, with ability to communicate effectively in a highly responsive and professional manner

• Strong business acumen
• Ability to develop strong working relationships, both internally and externally
• High level of integrity where personal and professional values are aligned with the company's mission, vision and leadership framework
• Ability to work collaboratively within the business setting
• Ability to lead and coach service delivery personnel

Equal Opportunity and Affirmative Action Employer

C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Affirmative Action Employer/EOE/M/F/Disabled/Veteran

Benefits

We are proud to offer a top-tier benefits package, including medical, dental, vision, life and disability insurance, prescription drug coverage, paid parental leave, paid holidays and paid time off (PTO), 401K, employee stock purchase plan, as well as a broad range of career development opportunities.

About C.H. Robinson

From the produce you buy, to the water you drink, C.H. Robinson delivers products to people all around the globe. We are one of the world’s largest 3rd party logistic providers. Join our diverse team to innovate, solve problems, have fun and thrive.