Service Delivery Supervisor

2 months ago


Wuhan, Hubei, China C.H. Robinson Full time
Job Summary

C.H. Robinson is seeking a highly skilled Service Delivery Supervisor to join our team. As a key member of our operations team, you will be responsible for executing our Service Delivery strategy for assigned customers or customer portfolios.

Key Responsibilities
  • Business Strategy:
  • Drive consistent execution that meets Service Delivery requirements and expectations
  • Leverage Operations Dashboards and internal analytics to understand areas of service excellence & service gaps, and work with teams on actions to address identified gaps
  • Learning and utilization of continuous improvement methodology in management of KPIs for the service delivery team
  • Identify recurring service delivery interruptions & customer issues, drive root cause analysis and resolve via appropriate corrective & preventive actions
  • Key customer contact for Service Delivery (Operational) needs
  • Collaborate with multiple areas of the business to drive standardization of leading practices
  • Team Leadership:
  • Lead direct reports by providing regular feedback, coaching and guidance based on performance, dashboards, and Personal Development Plan
  • Ensure assigned team-members have a solid understanding of customer business objectives and the plans to attain those objectives
  • Ensure service delivery team has resources required to execute day-to-day operations
  • Coordinate schedules to ensure proper account coverage. Examples of but not limited to PTO, meals, breaks
  • Maintain and utilize Account Specific Onboarding for new team members
  • Other duties or responsibilities as assigned according to the team and/or country specific requirements
Required Qualifications
  • Bachelor's degree from an accredited college or university
  • Minimum 3 years of experience in operations and/or customer/client service facing role
  • Experience mentoring and or coaching small project teams
  • Ability to travel up to 7.5% (domestically and international)
Preferred Qualifications
  • Experience executing businesses through Standard Practices and Operational Excellence methodologies
  • Proficient in Microsoft Office Suite of programs
  • Strong problem-solving and conflict resolution skills
  • Ability to adapt and lead in a fast-paced environment
  • Strong interpersonal/communication and presentation skills, with ability to communicate effectively in a highly responsive and professional manner
  • Ability to develop strong working relationships, both internally and externally
  • High level of integrity where personal and professional values are aligned with the company's mission, vision, and leadership framework
  • Ability to work collaboratively within the business setting
  • Values a diverse and inclusive work environment


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