Supervisor Service Delivery

C.H. Robinson is seeking a Supervisor Service Delivery to lead one of our teams in Monterrey. 

 As a Supervisor Service Delivery, you will be responsible for executing the Service Delivery strategy for an assigned customer portfolio, ensuring alignment with customer SLAs and expectations. In this role, you will support a diverse portfolio of four customer accounts and lead a team of approximately eight direct reports. You will partner closely with customers and internal stakeholders across RMS, NAST, and Global Forwarding while balancing competing priorities, resource allocation, operational performance, and team development.  

This is an exciting opportunity for a leader who thrives in a dynamic environment, enjoys managing complex customer relationships, and can successfully navigate multiple priorities. Success in this role requires strong stakeholder management, exceptional prioritization skills, and the ability to adapt to diverse customer needs and operating models.  

Application Deadline: Friday, August 28.  

DUTIES AND 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 identify service excellence opportunities, performance gaps, and improvement actions 

• Utilize continuous improvement methodologies to monitor and manage service delivery KPIs 

• Identify recurring service interruptions and customer issues, conduct root cause analysis, and implement corrective and preventive actions 

• Serve as the key operational contact for customers and maintain strong customer relationships 

• Manage operational priorities, escalations, and customer commitments across four customer accounts simultaneously 

• Partner with stakeholders across RMS, NAST, Global Forwarding, and customer organizations to drive service excellence and business results 

Team Leadership: 

• Lead direct reports by providing regular feedback, coaching, and guidance based on performance, dashboards, and Personal Development Plans 

• Ensure team members understand customer business objectives and how their work contributes to achieving them 

• Ensure the team has the resources and support required to execute day-to-day operations successfully 

• Develop team capability through coaching, knowledge sharing, and cross-functional collaboration across accounts 

• Monitor workload distribution and proactively address resource constraints, competing priorities, and employee well-being 

QUALIFICATIONS 

Required: 

• Minimum 3 years of experience in operations and/or a customer-facing role 

• Experience mentoring and/or coaching small project teams 

• Demonstrated ability to manage multiple stakeholders, priorities, or customer accounts simultaneously 

Preferred: 

• Bachelor’s degree from an accredited college or university 

• Strong interpersonal, communication, and presentation skills, with the ability to communicate effectively in a highly responsive and professional manner 

• Experience working with cross-functional stakeholder groups and customer-facing leadership teams 

• Experience executing business processes through Standard Practices and Operational Excellence methodologies 

• Experience with Freight Pay, EDI, Small Parcel, or multi-account customer operations 

• Proficient in Microsoft Office Suite 

• Strong problem-solving and conflict resolution skills 

• Ability to adapt and lead in a fast-paced environment 

• Ability to develop strong working relationships, both internally and externally 

• High level of integrity where personal and professional values align with the company’s mission, vision, and leadership framework 

• Ability to work collaboratively within the business setting 

• Values a diverse and inclusive work environment