Ocean Manager Department

C.H. Robinson is seeking a Manager Department to join our Global Forwarding division. In this key position, you will be accountable for quality execution, oversight, and overall direction of activities related to global forwarding operations. You will spend the majority of their 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.

At C.H. Robinson, we’re firm believers in the power of in-person collaboration to fuel innovation and propel success. In this role, you will engage with peers on-site four days a week, igniting creativity and driving impactful results. With the flexibility for remote work one day a week, this role strikes the perfect balance between teamwork and autonomy.

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

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

Required:

• High School Diploma or GED

• Site Specific:  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:

• Bachelor’s degree from an accredited college or university

• Strong analytical and problem-solving skills, strong industry operational excellence experience, project management experience and continuous improvement experience

• 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

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.