Customer Support Coordinator
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Job Description
Customer Support Coordinator managing customer support requests for Redwood Logistics’ supply chain technology platform. Troubleshooting TMS issues, improving support processes, and mentoring team members.
Responsibilities:
- Own and manage the full life cycle of assigned customer support requests from inception to resolution and closure
- Respond to requests, notifications, and inquiries within required timeframes
- Investigate and resolve issues and inquiries
- Provide timely updates from initial submission throughout resolution
- Coordinate with subject matter experts for additional training when resolution is unknown
- Create or update documentation and training material in the SCS Customer Support Knowledge Base
- Identify, recommend, and implement process improvements to drive efficiency in customer problem resolution
- Mentor team members in understanding of Redwood Connect and TMS, communication strategies with customers, and initial triage, troubleshooting, and resolution of issues
Requirements:
- A 4-year degree from an accredited university is preferred, or an equivalent combination of education and transportation industry experience
- 3 - 5 years of experience utilizing a transportation management system (TMS), warehouse management system (WMS), or a type of enterprise resource planning system (ERP)
- 3 - 5 years of demonstrated success working in either operations, finance, or business analytics, preferably within the transportation Industry
- Superior analytic skills are required to support communication and delivered value to Redwood Supply Chain Solutions customers
- Strong problem solving and critical thinking skills
- Strong communication and interpersonal skills
- Ability to prioritize tasks and adapt quickly to changing needs/timelines while maintaining strong attention to detail
- A self-starter who is flexible, highly motivated, eager to learn, and enjoys working on a team
- Integration experience is highly preferred, but not required
- Full-time availability Monday through Friday, 8:00 AM to 5:00 PM, with flexibility based on coverage
Benefits:
- Access to experts and resources for your Learning & Development journey
- Opportunity for internal mobility
- Employee referral bonus program
- Employee Resource Groups (ERGs)
- Annual fundraising and volunteer events to give back to communities
- Paid time off, floating holidays, time off to volunteer and rollover
- Paid parental leave
- Medical, dental, vision and 401k plans (with match)
- Flexible spending account, mass transit and dependent care plans available
- Health savings account, with a annual company contribution for plan participants
- Short-term and long-term disability; life insurance policies subsidized by company
- Additional benefits including pet insurance, accident care, access to legal advice and more
- Annual incentives based on individual and company performance
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