C.H. Robinson is seeking a Deputy Manager - Air Freight to join our team. In this role, you will play a key role in delivering consistent and high-quality customer experience by managing the end-to-end shipment lifecycle for assigned accounts and ensuring adherence to customer SOPs and operational standards.

You will drive operational excellence, maintain data integrity, and ensure compliance with processes while acting as a key point of coordination for issue resolution and day-to-day execution.

This role offers an opportunity to combine strong operational expertise, proactive communication, and collaboration to deliver reliable outcomes that support customer needs and business objectives.

Responsibilities:

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

Maintain Operational Excellence:

• Maintain Operational Excellence for themselves and coach the team around Operational standards

• Apply industry knowledge and critical thinking to adapt processes/create solutions in response to challenges both internally and externally

• Execute/Coordinate shipments and mentor others on how to meet all customer SOP requirements: booking approvals, processing pre alerts, governmental filings, executing delivery, ensuring proper invoicing, etc.

• Ensure a high-level of data integrity within the shipments for all team customers: acknowledgement of shipment details, INCOterms, routing, dates, documents, etc.

• Regularly drive high level of operational integrity and compliance by assisting in audits and daily invoice overhead

• Act as a team lead supporting the team supervisor

• Serve as the team’s first level of problem escalation and resolution, ensuring prompt response and follow through on issues until resolution and customer satisfaction

• Coach and train others on pricing strategies

Facilitate Relationships:

• Provide and maintain a high level of customer service with Customers, CHR offices, Agents, and Outside Service Providers

• Develop & coach team members and assist with new employee onboarding

• Participate in new business implementation meetings as a subject matter expert and/or ensure SOPs are updated when needed

• Promote a positive working relationship for all team members

• Act as a key customer contact and subject matter expert

• Lead by example when it comes to customer outreach, retention, and expansion

• Act as a resource and expert to the department, branch, and network on customer requirements & process initiatives

• Work effectively in a team environment and collaborate cross-functionally, building relationships with account management by proposing process improvement and/or consultative leads

• Monitor customer shipments trends and its impact to our processes and operation

Other Activities:

• Support and/or Create new team efficiencies and processes

• Participate in customer visits, assist in evaluating the account

• Ensure customer SOPs are maintained and adhered to

• Make recommendations to improve or implement technology solutions to recognize efficiencies and improve net revenue

• Provide support to Sales Executives and Account Managers for customer reporting

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

Required Qualifications:

• Bachelor’s degree from an accredited college or university

• Minimum 6 years of relevant experience in Air Freight Operations within International Forwarding industry

• Advanced proficiency in Microsoft Office Suite of programs

• Fluent in English (written and verbal)

Preferred Qualifications:

• Basic understanding of Quality Management (ISO 9001)

• Extensive industry and department knowledge (process & handling, regulations, international shipping, etc.)

• Excellent communication and customer service skills

• Proactive, ambitious, hardworking, analytical mindset

• Positive leadership skills and presence within the team (positive attitude, team player, flexibility)

• Strong prioritization and multi-tasking skills

• Ability to directly and decisively resolve problems

• Refined written and oral communication skills

• High level of flexibility as priorities and needs change daily in our business

• Critical-thinking and problem-solving skills to meet customer and business objectives both short-term and long-term

• High level of attention to detail and ability to execute with 95% of higher monthly audit compliance and very minimal unbillable charges

• Values a diverse and inclusive work environment

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:

• Group Mediclaim Policy (GMC)

• Group Personal Accident (GPA) policy

• Covid-19 related coverage and reimbursement

• Employee State Insurance Corporation (ESIC)

• Group Term Life (GTL) Insurance Plan for employees

• Employee Stock Purchase Plan (ESPP)

• Investment Declaration & Flexi Benefit Plan

• Variable Pay based on position

• Flexible work arrangements

• Paid Privilege, Casual and Sick Leaves

• Paid Maternity & Paternity Leaves

• Paid Compassionate Leaves

• Paid Public Holidays

• Paid time off to vote

• Reward & Recognition Program

• Wedding Allowance

• Special Mobility Assistance

• Employee Wellness Initiatives

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

Equal Opportunity

C.H. Robinson is proud to be an Equal Opportunity Employer. We are committed to a workplace and performance culture that reflects the strengths of our worldwide marketplace. We value unique experiences and diverse backgrounds of our people within our company, our business relationships, and our communities. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.