Senior Carrier Payment Support Specialist

C.H. Robinson is hiring a Senior Carrier Payment Support Specialist. This is a highly interactive, customer-facing role focused on supporting our carrier partners through payment-related inquiries and issue resolution. While this role sits within our Carrier Accounts Payable function, it is not a traditional back-office accounting position. Instead, you will serve as a key point of contact, managing a high volume of inbound calls, emails, and chats, and resolving payment issues in real time.

In this role, you will help ensure timely and accurate payments by answering questions, resolving open payables issues, and guiding partners and internal teams on best practices. You will play a critical role in delivering a positive partner experience while maintaining accuracy, compliance, and efficiency in a fast-paced environment.

Work Model: Hybrid for candidates based in Monterrey, MX
Schedule: 3 days remote, 2 days in office (Wednesdays and Thursdays)
Hours: Monday through Friday, 9:30 a.m. to 6:00 p.m. (Central Time)

DUTIES AND RESPONSIBILITIES 

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

• Manage a high volume of inbound calls, emails, and chats from carrier partners, resolving payment-related inquiries in real time

• Investigate and resolve open payables issues using system tools, data analysis, and critical thinking

• Release payments in accordance with established procedures, controls, and compliance standards

• Communicate clearly and professionally with internal and external partners to ensure timely resolution

• Exercise sound judgment, escalating complex issues when appropriate

• Identify trends and recommend process improvements with an understanding of broader business impact

• Maintain accurate records of interactions and updates within systems

• Collaborate with team members, provide back-up support, and assist in coaching less experienced colleagues

• Continue building expertise in direct payables, systems, and business processes

QUALIFICATIONS

Required:

• High school diploma or GED equivalent

• Minimum 4 years of data entry or related experience

• Minimum 2 years of customer service experience, including phone-based support

• Ability to communicate effectively in both Spanish and English

Preferred:

• Experience in a high-volume, fast-paced support or operations environment

• Proficiency in Microsoft Office

• Experience with Navisphere or similar systems

• Strong communication and interpersonal skills, with the ability to handle sensitive or complex conversations

• Demonstrated critical thinking and problem-solving skills

• Strong attention to detail and organizational skills

• Ability to manage multiple priorities and meet deadlines

• Positive, professional attitude with a focus on delivering a strong partner experience

• Ability to influence, collaborate, and drive improvements across teams

• Commitment to a diverse and inclusive work environment

Additional Information

Internally, this role aligns to a Carrier Accounts Payable function but is primarily a customer-facing support role focused on resolving payment inquiries and supporting carrier partners.

CH Robinson is an equal opportunity employer. All employment decisions are made without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, or disability.

Benefits

We offer a competitive benefits plan above the Mexican Labor Law. This includes life and medical insurance, a Wealth Accumulation Plan (Plan de Pensiones), an Employee Stock Purchase Plan, and among others, the opportunity to prosper in a Fortune 500 company.