Job Description

C.H. Robinson is looking to fill a Global Forwarding Export Manager position. In this role, you will be accountable for quality execution, oversight, and overall direction of activities related to global forwarding operations. You will spend the majority of your time coaching, planning, leading, and directing the performance of the product’s operations. You must possess excellent organization, leadership, talent development, customer service, and relationship-building skills to be successful in this very demanding position. Does this sound like you? Grow your career with us at C.H. Robinson!

Responsibilities:

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
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

Required Qualifications:

High School Diploma or GED
Minimum 5 years of Global Forwarding Transportation experience
Minimum 3 years of direct people management experience
Ability to travel up to 10% (domestically and internationally)

Preferred Qualifications:

Bachelor’s degree from an accredited college or university
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
Demonstrate strong operations management performance
Understanding of financial statements and key performance metrics
Track record of building strong customer relationships
Values a diverse and inclusive work environment

Questioning if you meet the mark? Studies have shown that women and people of color may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we’re building a diverse and 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!