Service Delivery Manager - Life Science

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Job : R48659

Primary

Location:

Oakbrook Terrace, IL United States of America

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.

You will lead, coach, and develop a team of specialists and supervisors, fostering a culture of accountability, continuous improvement, and customer-focused execution.

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

• 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

• Bachelor’s degree from accredited college or university
• Minimum 5 years of related industry experience
• Minimum 2 years of leading and managing teams

• 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

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…