The Supervisor Operations leads a team of local and virtual operations employees within a centralized operations environment. The Supervisor Operations is responsible for daily workflow management, coaching, performance management, team development, mentoring and problem resolution. This role participates in building and implementing changes that create efficiencies, improve productivity, deliver quality, and achieve desired cost to serve.

This position requires a strong commitment to in-person collaboration and active participation at our Eden Prairie office. There is a 5-day in-office expectation, with flexibility.

Responsibilities:

Leadership and Talent Management:

• Outline and communicate employee role accountabilities and expectations. Monitor results and provide regular coaching to ensure productivity, quality, efficiency, and service objectives are achieved. Conduct regular check-ins and annual performance management routines. Support the team’s personal and professional development; understand individual needs and create opportunities for experiences that support development needs

• Clearly communicate operations objectives and team/individual performance metrics. Ensure daily/weekly standups are executed. Keep employees well-informed of operational activities, initiatives and results and the impact to customers, carriers, and C.H. Robinson

• Lead and/or participate in employee interviews and hiring decisions

• Work with next-level manager and work force analysts to define staffing levels and work schedules. Monitor work hours to manage personnel and overtime costs

• Champion organizational transformation. Work closely with next-level leader to drive effective change management and employee adoption of new tools, technology, processes and/or expectations

Business and Execution Management:

• Optimize daily workflow to achieve quality and efficiency goals. Continuously monitor work and assess operational processes to identify opportunities for improvement

• Act as an escalation point for exceptions and problem resolution

• Communicate and ensure employee understanding of and compliance to policies, procedures and SOP’s

• Ensure team’s understanding of available tools and systems to improve work processes and automation. Work with next-level leaders, operations leaders, and internal stakeholders to ensure effectiveness and/or efficiency of systems. Present suggestions for improvements to drive better performance

• Build and maintain effective relationships with internal stakeholders (capacity, commercial, service line peers).  As necessary, review service level metrics and keep internal partners apprised of operations results, initiatives, or changes.  Remain current on business needs and changes and customer and carrier expectations.  Partner on problem resolution and work together on continuous improvement.  Ensure operations team members are well-informed of business expectations and well-positioned to deliver

• Build, maintain and leverage internal relationships with operations peers that reinforces a culture of one team and enables the execution of high-quality service, ethical issue resolution, and process or service improvements.  Share observations, feedback, and ideas to operations leadership

• Perform operational task work and/or fill in for peer group when needed.

• Other duties or responsibilities as assigned according to the team and/or country specific requirements

Required Qualifications:

• High School Diploma/GED

• Minimum 3 years of customer service in a call center or similar environment

Preferred Qualifications:

• Bachelor’s degree from an accredited college or university

• Previous supervisory experience

• Previous experience in a C.H. Robison Lead Operations Coordinator or Operations Mentor role

• Ability to understand performance and financial metrics

• Knowledge of C.H. Robinson’s services

• Ability to build, manage and foster a team-oriented environment

• Strong written and verbal communication skills

• Ability to foster a collaborative and adaptive teamwork and communication style

• Previous experience working on projects and initiatives with individuals outside of peer group

• Strong problem solving and conflict resolution skills

• Ability to effectively communicate to both internal and external audiences

• Proficient in Microsoft Office Suite of programs

• 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!

Equal Opportunity and Affirmative Action Employer

C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams.  We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Affirmative Action Employer/EOE/M/F/Disabled/Veteran 

Benefits

Your Health, Wealth and Self

Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:

• Two medical plans (including a High Deductible Health Plan)

• Prescription drug coverage

• Enhanced Fertility benefits

• Flexible Spending Accounts

• Health Savings Account (including employer contribution)

• Dental and Vision

• Basic and Supplemental Life Insurance

• Short-Term and Long-Term Disability

• Paid and floating holidays

• Paid time off (PTO)

• Paid parental leave

• Paid time off to volunteer in your community

• Charitable Giving Match Program

• 401(k) with 6% company matching

• Employee Stock Purchase Plan

• Plus a broad range of career development, networking, and team-building opportunities

Dig in to our full list of benefits on OUR CULTUREpage.

Why Do You Belong at C.H. Robinson?

Standing out among the world’s largest logistics platforms, C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. For 100+ years, our global suite of services has innovated trade to seamlessly deliver the products and goods that drive the world’s economy. With 20 million shipments annually for 100,000 customers, and millions of dollars contributed to support causes that matter to us, our people and technology literally move the world.

As a FORTUNE 200 company, FORTUNE has also named C.H. Robinson one of the World’s Most Admired Companies 2022. Headquartered in Eden Prairie, Minnesota, we are proud to be recognized as one of LinkedIn’s Top Companies in Minneapolis-St. Paul 2021. And we’re not stopping there… Join us as we collaborate, innovate, and work as one global team to make life better and more sustainable for our customers, communities, and world.