Manager Department - Air Freight

C.H. Robinson is seeking a dynamic and experienced professional to lead the Air Freight Department. This role involves a wide range of duties and responsibilities, including leadership, communication, strategy, customer service, and operations. If you are passionate about promoting a culture of growth and development, and have strong analytical, problem-solving, and communication skills, we would love to hear from you.

Leadership:

• Promote a culture and working environment that embraces growth and development to meet the needs of our employees and customers, resulting in higher employee engagement and overall customer satisfaction

• Instill professionalism, ensure adherence to policy and procedures, and encourage consistency of process

• Identify development opportunities, provide constructive feedback, offer continuous training opportunities for direct line reports

• Play major role in recruitment, onboarding, and continuous development of talent

• Provide individualized coaching plans for direct reports and host semi-annual Talent (performance) reviews

Communication:

• Regularly share industry news, department changes, and process updates to department

• Draft client advisories on relevant trade, market, and regulatory updates

• Provide guidance to employees on how to respond to challenging customer scenarios

Strategy:

• Maintain monthly balanced scorecard of department performance

• Lead and participate in pricing and process negotiations

• Collaborate with branch leadership teams to deliver effective problem resolution and process improvement

• Set quantitative, qualitative, and personalized objectives for Department supervisors

• Design, control, and maintain the process for successful service delivery

Customer Service:

• Uphold our customer SLA (service level agreements)

• Serve as a role model in developing relationships with clients, origin counterparts, and destination partners critical to the success of our clients’ transportation and supply chain systems

• Utilize tools to confirm effective process execution and timely, accurate invoicing for services rendered

• Mentor employees to deliver quality business reviews

• Conduct business reviews and support sales efforts

• Troubleshoot and design solutions for challenging customer scenarios

Operations:

• Assign and ensure proper setup for new business onboarding

• Mitigate operating expenses by actively managing resources against activity forecasts

• Utilize operational and financial tools to monitor daily tasks, set priorities, and measure performance

• Quickly and effectively resolve issues with airlines, steamship lines, ports/CFS, outside forwarders/brokers

• Monitor and maintain control over accounts receivable/accounts payable

• Manage and revise best practice and SOP materials

• Confirm that the supervisors and operations staff have the tools, time, and support they need to successfully service the customers

• Identify opportunities to utilize global operations team to deliver continuous improvement exercises that strengthen the customer relationship and improves efficiency

• Other duties or responsibilities as assigned according to the team and/or country specific requirements

QUALIFICATIONS

Required:

• Bachelor’s degree from an accredited college or university

• Minimum 5 years of Global Forwarding Transportation experience

• Minimum 3 years of direct people management experience

• Strong industry operational excellence experience

• Ability to travel up to 10% (domestically and internationally)

• Site Specific:  Advanced/ Fluent level of English (oral and written communication)

Preferred:

• Strong analytical and problem-solving skills

• Proven flexibility & adaptability to product and customer needs

• Time management and organizational skills

• High emotional intelligence, situational leadership, and coaching techniques

• Excellent written & verbal communication skills

• Understanding of financial statements and key performance metrics

• Track record of building strong customer relationships

• Values a diverse and inclusive work environment

Equal Opportunity Emp

C.H. Robinson is proud to be an Equal Opportunity Employer. We are committed to a workplace and performance culture that reflects the strengths of our worldwide marketplace. We value unique experiences and diverse backgrounds of our people within our company, our business relationships, and our communities. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Your Health, Wealth and Self
Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide additional company benefits plan that matter to you most, including life and medical insurance/ Critical illness, accident death and disability Insurance, Paid time off (PTO), Paid Sick Leave, Holiday Allowance and among others, the opportunity to prosper in a Fortune 500 company.