C.H. Robinson is hiring a Supervisor, Service Delivery to join our Robinson Managed Solutions (RMS) team!
In this role, you will be responsible for executing the Service Delivery strategy for an assigned customer or customer portfolio, aligned with customer SLAs and expectations. You’ll drive service delivery excellence, customer satisfaction, personnel development, and continuous improvement across operational processes.
This is a hybrid role based in Monterrey, MX with the expectation to come into the office once a week.
DUTIES & RESPONSIBILITIES:
The duties and responsibilities of this position consists of, but are not limited to, the following:
Business Strategy:
Ensure consistent execution that meets Service Delivery requirements and customer expectations
Leverage Operations Dashboards and internal analytics to identify areas of service excellence and opportunities for improvement; collaborate with teams to address gaps
Apply continuous improvement methodologies to manage and improve service delivery KPIs
Identify recurring service interruptions and customer issues; lead root cause analysis and implement corrective and preventive actions
Act as the primary contact for operational service delivery needs
Collaborate cross-functionally to standardize and scale best practices
Team Leadership:
Lead and develop direct reports through regular coaching, feedback, and guidance, supported by dashboards and personal development plans
Ensure team members understand customer business objectives and their role in achieving them
Provide the necessary resources for the team to execute daily operations effectively
Coordinate schedules to ensure account coverage, including PTO, meal, and break coverage
Maintain and implement account-specific onboarding for new team members
Perform other duties as required based on team or country-specific needs
QUALIFICATIONS
Required:
Minimum 3 years of experience in operations and/or customer-facing service roles
Experience mentoring and/or coaching team members
Ability to travel up to 7.5% (domestically and internationally)
Preferred:
Bachelor’s degree from an accredited college or university
Previous supervisory experience
Experience driving business execution through standard practices and operational excellence methodologies
Proficiency in Microsoft Office Suite
Strong problem-solving and conflict resolution skills
Adaptability and leadership in fast-paced environments
Excellent interpersonal, communication, and presentation skills
Proven ability to build strong internal and external relationships
High level of integrity, aligning personal and professional values with the company’s mission, vision, and leadership framework
Collaborative mindset and commitment to teamwork
Strong commitment to diversity and inclusion in the workplace
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.
