Manager Customer Success

C.H. Robinson is seeking a Service Delivery Manager – Life Sciences to lead a high-performing team responsible for the end-to-end management of temperature-sensitive pharmaceutical and life sciences shipments. In this role, you will ensure shipment integrity, temperature compliance, risk mitigation, and exceptional service delivery while overseeing real-time monitoring, exception management, and critical customer accounts from pickup through billing. You will build strong customer relationships, drive operational excellence, and collaborate across teams to deliver innovative solutions that support customer goals and business growth. In this role, you will also lead, coach, and develop a team of specialists and supervisors, fostering a culture of accountability, continuous improvement, and customer-focused execution. If you are passionate about leading teams, solving complex operational challenges, and delivering critical solutions that help life-saving products reach patients around the world, we encourage you to apply today.

This role will be based at our DeSpir office in Lisle, IL.
 

DUTIES AND RESPONSIBILITIES

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

• Lead, manage and hold accountable a team focused on managing transportation operations tailored to life sciences customers that provides exceptional service in a 24x7x365 environment
• Coordinate and monitor shipments to ensure adherence to temperature control, security, and delivery requirements
• Oversee operational processes for life science shipments, including planning, scheduling, monitoring, exception management, and communication in a manner that delivers an outstanding customer experience
• Execute processes that ensure the collection of accurate documentation, including chain of custody, temperature logs, and compliance records
• Respond promptly to customer inquiries, service issues, and complaints, providing timely resolutions
• Ensure compliance with GDP (Good Distribution Practice), DOT, IATA, TSA, and other applicable regulations
• Oversee quality control processes and investigate any service failures, implementing corrective and preventive actions
• Maintain records for audits and ensure readiness for inspections by regulatory authorities or customers
• Promote a culture of safety, compliance, and continuous improvement •
• Track key performance indicators (KPIs) such as on-time delivery, temperature excursion rates, and customer satisfaction
• Analyze service trends and recommend process improvements to increase efficiency and service quality

QUALIFICATIONS

Required:

• Bachelor’s degree from accredited college or university

• Minimum 5 years of related industry experience

• Minimum 2 years of leading and managing teams

• Ability to travel up to 35% (domestically and internationally)

Preferred:

• Proven experience with GDP, cold chain logistics, and regulatory compliance requirements

• Advanced proficiency in Microsoft Office Suite of programs

• Excellent analytical and problem-solving abilities

• Experience in consultative and strategic sales

• Strong negotiation and conflict resolution skills

• Strong written and verbal communication skills, including experience presenting to internal and external key decision makers

• Ability to manage multiple priorities in a fast-paced environment

• 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.

We will review applications for this role on an ongoing basis and encourage all interested candidates to apply at their earliest convenience.

Compensation Range

$83,400.00 - $174,160.00

The base pay range displayed on the job posting reflects the minimum and maximum base pay for this specific location.  Your individual base pay within this range is determined by job-related skills, experience, and relevant education or training. Compensation details listed in this posting reflect the base pay only and do not include additional variable compensation.

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!

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.

EOE\Disabled\Veteran 

Benefits

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:

• Three medical plans which include

• • Prescription drug coverage

  • Enhanced Fertility benefits

• Flexible Spending Accounts

• Health Savings Account (including employer contribution)

• Dental and Vision

• Basic and Supplemental Life Insurance

• Short-Term and Long-Term Disability

• Paid observed holidays

• 2 paid floating holidays for U.S. hourly employees

• Flexible Time Off (FTO) offered to U.S. salaried employees — no accruals and no caps. Paid Time Off (PTO) offered to all other employees in the U.S. and Canada

• Paid parental leave

• Paid time off to volunteer in your community

• Charitable Giving Match Program

• 401(k) with 6% company matching

• Employee Stock Purchase Plan

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

Learn more about our benefit offerings on our BENEFITS & WELLBEING page