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C.H. Robinson

Account Executive- Customer Excellence

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C.H. Robinson is seeking an Account Executive (Customer Excellence Executive) to join the Global Account Management team in Sydney. The Customer Excellence Executive is responsible for managing the operational relationship for a portfolio of small to medium-sized transactional accounts, serving as the primary point of contact for service delivery and performance. This role is centered on customer retention and operational efficiency.

The position supports transactional operations by ensuring seamless processing and coordination between Customer Excellence Centers across regions. Success in this role is driven by proactive engagement and a strong focus on customer satisfaction.

Through consistent communication and operational support, the Customer Excellence Executive builds and maintains trusted customer relationships. Leveraging C.H. Robinson’s services and tools, the role ensures customer goals are met while collaborating with internal teams to deliver smooth and reliable execution.

DUTIES AND RESPONSIBILITIES

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

  • Prepare for and actively participate in Quarterly Business Reviews (QBRs) or Monthly Market Updates, depending on the customer's size and importance

  • Ensure SOPs are updated based on changing customer needs and continuously look for ways to streamline operations

  • Build a trusting relationship by ensuring high-quality execution as expected and working with internal partners to identify and resolve issues in time

  • Ensure effective revenue management based on customer segmentation, and proactively address low-revenue situations by either optimizing costs or increasing selling rates

  • Proactively inform customers about the shipping status

  • Ensure shipment execution in accordance with agreed customer SOP with the help of data audit reports

  • Stay informed about changes within the customer's business, industry and sector through regular customer communication; apply this knowledge to identify new opportunities

  • Build and maintain customer relationships based on daily/weekly and monthly contacts

  • Proactively track the bidding process with the customer until the opportunity is completed

  • Support the pricing strategy and have a clear understanding of the purchasing structure of customers and the urgency of shipments

  • Sell and negotiate transactional business

  • Support the operational processing and the connection between Customer Excellence Centers in multiple regions

  • Effectively represent our digital solutions through an understanding of applying technology and analytics to customer strategy

  • Coach & train customer-specific needs across operational teams to ensure alignment and prioritization of resources

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

QUALIFICATIONS

Required:

  • High school diploma or Graduate degree / equivalent

  • Minimum of 3 years of experience managing customer operations and/or account management within the freight forwarding industry.

  • Ability to travel up to 15% (domestically)

Preferred:

  • Bachelor's degree from an accredited college or university

  • Excellent verbal, written and presentation communication skills, strong listener ability to connect to your audience, and ability to tailor messaging to the appropriate audience

  • Analytical mindset with a strong understanding of data fundamentals and passion for data integrity, validation, and discovering insights within the data

  • Familiar with problem solving and continuous improvement methodologies

  • Proven ability to integrate and grow relationships with both internal and external stakeholders

  • Leadership skills to motivate, develop, empower, and energize others while working in a collaborative and cross-functional team environment for the customer's benefit

  • Robust organizational skills including attention to detail and multi-tasking working with several customers and projects

  • Values a diverse and inclusive work environment

Disclaimer:

This job description is intended to generally describe the nature and level of work to be performed by employees in this position. It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role.

Benefits

At C.H. Robinson Oceania, we are a proud Equal Opportunity employer offering flexible work to support a work/life balance along with offering a broad range of career development opportunities. We have an experienced and passionate team who work collaboratively to deliver smarter solutions for our clients. Employees have access to our well regarded, confidential Employee Assistance Program. Our Robinson Cares program allows our employees to give back to the community.