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.