Product Specialist

C.H. Robinson is looking for Product Specialists to join our team.  This role blends customer support with an Agentic AI approach to manage and drive customer engagement.  You will be responsible for identifying tasks and processes which a team of AI agents could address and participate in the agent training process.  You will also manage the higher-level exceptions generated from inbound communication channels (phone, email, chat), while engaging customers to promote and drive adoption of a digital technology platform. Success in this role requires strong communication skills, analytical thinking, and a passion for customer satisfaction and technology innovation and implementation. If you are a self-starter who brings enthusiasm, ambition, and an entrepreneurial spirit to the role, then this may be a good fit for you.

This is a hybrid position with 4 days in-office at our Kansas City office.

One of the positions will require being bilingual in Spanish.

DUTIES AND RESPONSIBILITIES

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

Customer Support Exception Management 

• Responds promptly to customer inquiries via phone, email, and chat, as necessary.  

• Tracks and traces shipments, updates load statuses and resolves minor platform issues. 

• Escalates complex issues to appropriate departments and documents all interactions accurately. 

• Follows company SOPs and ensures compliance with CHR and customer standards. 

• Displays ownership and investment in the entire FQ by CHR customer experience.  

Customer Engagement & Product Promotion 

• Educates customers and prospects on the benefits of using the FQ self-serve solution.  

• Conducts exception management outreach using phone, email, text, and social media.  

• Provides education and live demonstrations of the platform to customers to support adoption. 

• Routes customers to the optimal CHR freight solution to meet their shipping needs.  

Feedback & Insights 

• Seeks feedback from platform users to understand their experience. 

• Documents and share key insights with internal teams. 

• Supports the resolution of customer issues using a technology-first approach.  

Efficiency & Continuous Improvement 

• Meets or exceeds department metrics and quality assurance standards. 

• Works independently with minimal supervision while leveraging available tools and resources to focus on problem solving and root cause analysis of system issues.   

• Invites customer feedback and suggestions for improvement to applications and processes.  

• Participates in the Lean Principles outlined in the Robinson Operating Model and A3 Problem Resolution Process. 

• Proactively seek AI fluency and act as the Human-in-the-Loop supporting the agent-customer relationship.  

• Plays a key role in training AI agents and driving continuous improvement initiatives. 

• Operates with a high degree of independence and serves as a subject matter expert in exception management and customer engagement. 

QUALIFICATIONS

Required 

• High School Diploma or GED 

• 1+ years of experience in customer service, sales operations, account management, etc.  

Preferred 

• Bachelor’s degree from an accredited college or university and CRM/tech platform experience 

• Strong interpersonal, analytical, and communication skills 

• Proficiency in Microsoft Office (Word, Excel, Outlook) 

• Experience with CRM systems and/or marketing automation platforms 

• Ability to multitask with attention to detail and accuracy 

• Values a diverse and inclusive work environment

We will review applications for this role on an ongoing basis and encourage all interested candidates to apply at their earliest convenience.

Compensation Range

The base pay range displayed on the job posting reflects the minimum and maximum base pay for this specific location.  Your individual base pay within this range is determined by job-related skills, experience, and relevant education or training. Compensation details listed in this posting reflect the base pay only and do not include additional variable compensation.

Questioning if you meet the mark? Studies have shown that some individuals may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we’re building an inclusive workplace where all employees feel they belong. If this position excites you, we welcome you to apply whether you check all the preferred qualifications or just a few. You may just be our next great fit!

Equal Opportunity

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.

EOE\Disabled\Veteran 

Benefits

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 the top-tier benefits that matter to you most, including:

• Three medical plans which include

• • Prescription drug coverage

  • Enhanced Fertility benefits

• Flexible Spending Accounts

• Health Savings Account (including employer contribution)

• Dental and Vision

• Basic and Supplemental Life Insurance

• Short-Term and Long-Term Disability

• Paid observed holidays

• 2 paid floating holidays for U.S. hourly employees

• Flexible Time Off (FTO) offered to U.S. salaried employees — no accruals and no caps. Paid Time Off (PTO) offered to all other employees in the U.S. and Canada

• Paid parental leave

• Paid time off to volunteer in your community

• Charitable Giving Match Program

• 401(k) with 6% company matching

• Employee Stock Purchase Plan

• Plus a broad range of career development, networking, and team-building opportunities

Learn more about our benefit offerings on our BENEFITS & WELLBEING page