1+ years of experience in customer service, sales operations, account management, etc.
Preferred
Bachelor's degree from an accredited college or university and CRM/tech platform experience
Strong interpersonal, analytical, and communication skills
Proficiency in Microsoft Office (Word, Excel, Outlook)
Experience with CRM systems and/or marketing automation platforms
Ability to multitask with attention to detail and accuracy
Values a diverse and inclusive work environment
We will review applications for this role on an ongoing basis and encourage all interested candidates to apply at their earliest convenience.
Compensation Range
$21.95 - $34.71
Equal Opportunity
EOE\Disabled\Veteran
Benefits
Your Health, Wealth and SelfYour total wellbeing is thHealth insuranceVision insurance
Additional Information
C.H. Robinson is looking for Product Specialists to join our team. This role blends customer support with an Agentic AI approach to manage and drive customer engagement. You will be responsible for identifying tasks and processes which a team of AI agents could address and participate in the agent training process. You will also manage the higher-level exceptions generated from inbound communication channels (phone, email, chat), while engaging customers to promote and drive adoption of a digital technology platform. Success in this role requires strong communication skills, analytical thinking, and a passion for customer satisfaction and technology innovation and implementation. If you are a self-starter who brings enthusiasm, ambition, and an entrepreneurial spirit to the role, then this may be a good fit for you.
This is a hybrid position with 4 days in-office at our Kansas City office.
One of the positions will require being bilingual in Spanish.
DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consist of, but are not limited to, the following:
Customer Support Exception Management
Responds promptly to customer inquiries via phone, email, and chat, as necessary.
Tracks and traces shipments, updates load statuses and resolves minor platform issues.
Escalates complex issues to appropriate departments and documents all interactions accurately.
Follows company SOPs and ensures compliance with CHR and customer standards.
Displays ownership and investment in the entire FQ by CHR customer experience.
Customer Engagement & Product Promotion
Educates customers and prospects on the benefits of using the FQ self-serve solution.
Conducts exception management outreach using phone, email, text, and social media.
Provides education and live demonstrations of the platform to customers to support adoption.
Routes customers to the optimal CHR freight solution to meet their shipping needs.
Feedback & Insights
Seeks feedback from platform users to understand their experience.
Documents and share key insights with internal teams.
Supports the resolution of customer issues using a technology-first approach.
Efficiency & Continuous Improvement
Meets or exceeds department metrics and quality assurance standards.
Works independently with minimal supervision while leveraging available tools and resources to focus on problem solving and root cause analysis of system issues.
Invites customer feedback and suggestions for improvement to applications and processes.
Participates in the Lean Principles outlined in the Robinson Operating Model and A3 Problem Resolution Process.
Proactively seek AI fluency and act as the Human-in-the-Loop supporting the agent-customer relationship.
Plays a key role in training AI agents and driving continuous improvement initiatives.
Operates with a high degree of independence and serves as a subject matter expert in exception management and customer engagement.