As a Customer Excellence professional, you will be responsible for managing customer relationships through high-quality execution, proactive communication, and close collaboration with internal teams. You will ensure service excellence, revenue optimization, and customer retention by applying operational expertise, commercial awareness, and data-driven insights. This role balances hands-on operational support with strategic customer engagement to drive long-term value.
If this all sounds good, let’s talk more about what you’ll be working on.
RESPONSIBILITIES
The duties and responsibilities of this position consist of, but are not limited to, the following:
Lead and participate in Business Reviews or Monthly Market Updates based on customer size and segmentation
Define, monitor, and report on customer operational KPIs to ensure service quality and satisfaction
Maintain and update customer SOPs in alignment with operational teams and execution standards
Build strong, trusted customer relationships through high-quality execution and proactive issue resolution
Manage revenue performance by customer segment, addressing low-revenue situations through cost optimization or rate improvements
Conduct shipment audits to ensure compliance with agreed SOPs
Maintain regular, structured customer contact via Atmosphere to understand business changes and identify opportunities
Support pricing strategy, bidding processes, and negotiations with a clear understanding of customer purchasing behavior and shipment urgency
Prioritize customer retention while supporting sustainable market share growth
Collaborate with Customer Excellence Centers and operational teams across multiple regions
Monitor AR dashboards and ensure timely customer follow-up and resolution
Promote and support digital solutions by applying technology and analytics to improve customer strategy and operational efficiency
Perform additional duties as required by the team or country-specific needs
QUALIFICATIONS
Required:
High school diploma or equivalent
Minimum 2 years of experience working with a freight forwarder, preferably in an operational or customer-facing role
Proven experience handling both ocean and air freight
Fluency in English
Strong communication skills with the confidence and willingness to proactively engage customers by phone
Preferred:
Fluency in Dutch and French
Excellent verbal, written, and presentation skills with the ability to adapt communication to different audiences
Analytical mindset with a solid understanding of data fundamentals and a focus on accuracy and insight generation
Experience applying problem-solving and continuous improvement methodologies
Demonstrated ability to build, maintain, and grow strong relationships with internal and external stakeholders
Collaborative mindset with the ability to influence and lead in cross-functional environments
Strong organizational and time-management skills, with the ability to manage multiple customers and priorities simultaneously
Broad knowledge of market dynamics and industry trends
Proficiency in Microsoft Office applications, including Power BI
Commitment to creating and supporting a diverse and inclusive work environment
WHAT WE OFFER:
Real opportunities to grow your talent in a fast-moving, global organization
A fun, open, and inclusive workplace that encourages innovative thinking
Possibility to develop your language skills in our multilingual offices
Opportunities for professional growth with access to training platforms like
Comprehensive benefits: Private medical insurance, additional Life insurance, Meal Voucher, Employee Assistance Program (EAP), Employee Stock Purchase Plan (ESPP) after one year of employment
Questioning if you meet the mark? Studies have shown that some individuals may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we’re building an 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!