Supervisor Service Delivery

C.H. Robinson is looking for a Supervisor Service Delivery in Monterrey to lead a team supporting Freight Pay operations across multiple logistics accounts. In this role, you will have a direct impact on customer satisfaction, carrier payments, operational performance, and the continuous improvement of transportation processes within our logistics organization.

As a Supervisor Service Delivery, you will lead a team of logistics professionals responsible for resolving invoice and freight payment issues, managing escalations, improving processes, and ensuring service excellence across a diverse portfolio of transportation accounts. You will collaborate closely with Service Delivery, Customer Success, Implementation, and Operations teams while driving standardization, troubleshooting complex challenges, and developing team capabilities in a fast-paced environment.

If you are an experienced logistics leader who thrives on problem-solving, process improvement, and leading high-performing teams, we encourage you to apply and help shape the future of Freight Pay operations at C.H. Robinson.

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 one day a week, igniting creativity and driving impactful results. With the flexibility for remote work four days a week, this role strikes the perfect balance between teamwork and autonomy.

DUTIES AND RESPONSIBILITIES

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

• Outline and communicate employee role accountabilities and expectations and prioritize and delegate work. 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 internal and external partners and C.H. Robinson
• 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
• Work closely with next-level leaders to drive effective change management and employee adoption of new tools, technology, processes and/or expectations
• Participate in recruitment, selection, promotion, and alignment of qualified and diverse talent
• Support the annual merit and equity programs for assigned teams to align compensation with performance results
• Encourage employee feedback through formal and informal channels. Work with next level manager to acknowledge and act on feedback to drive a trusting culture of open two-way communication, inclusivity, and continuous improvement

• 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 (internal operational and customer)
• 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. 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 external partner 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
• Adhere to a high level of operational excellence with respect to timeliness and audit KPI's
• Prepare operational performance reports to provide insights to employees and next level leadership related to production, expense and quality of service. Take action to improve results where needed
• Guides the team in identifying upstream KPIs to adopt a more proactive, forward-looking approach to performance management
• Responsible for the annual workforce planning process, including forecasting resource needs, and partners with Talent Acquisition to establish a pipeline, recruit, select, and onboard qualified and diverse talent

• Manages annual merit and equity programs for assigned teams to align compensation with performance results

• Builds a deep understanding of the skills and abilities of team.

• Commits to teams long-term personal and professional growth and takes accountability for seeing them grow and advance

• Encourages employee feedback through formal and informal channels. Acknowledges and acts on feedback to drive a trusting culture of open two-way communication, inclusivity and continuous improvement

• Manages and drives budget requirements by ensuring business goals are met with greatest efficiency

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

QUALIFICATIONS

Required:

• High School Diploma or GED
• Minimum 3 years of experience in an operations environment
• Minimum 1 year of leading and managing teams
• Fluent in Spanish and English (written and verbal)

Preferred:

• Proven leadership experience in a supervisory role
• Basic understanding of Quality Management (ISO 9001)
• Root Cause Analysis skills and knowledge of methodologies
• Risk Assessment and Contingency Planning skills
• Strong background in customer service
• Site-Specific: Prior experience as a Lead Operations Coordinator or Operations Mentor at C.H. Robinson
• In-depth knowledge of C.H. Robinson’s service offerings
• Demonstrated success collaborating on cross-functional projects and initiatives
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Skilled in building, managing, and nurturing team-oriented environments
• Promotes a collaborative, adaptable communication and teamwork style
• Excellent written and verbal communication skills, with the ability to engage both internal and external stakeholders
• Strong understanding of performance and financial metrics
• Effective decision-maker with proven problem-solving and conflict resolution abilities; adept at prioritizing daily responsibilities
• Embraces change and consistently applies a continuous improvement mindset
• Values a diverse and inclusive work environment

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.