[Remote] Customer Support Coordinator
Note: The job is a remote job and is open to candidates in USA. Redwood Logistics is a supply chain technology and logistics services company serving customers across North America and Mexico. The Customer Support Coordinator owns the full life cycle of assigned customer support requests, investigates and resolves issues, coordinates with subject matter experts, maintains knowledge-base materials, improves support processes, and mentors team members.
Responsibilities
- Respond to requests, notifications, and inquiries within required timeframes
- Investigate and resolve issues and inquiries and provide timely updates from initial submission throughout resolution
- Coordinate with subject matter experts for additional training when resolution is unknown to be able to resolve similar requests in the future
- Regularly 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, in communication strategies with customers, and initial triage, troubleshooting, and resolution of issues
Skills
- • 3 - 5 years of experience utilizing a transportation management system (TMS), warehouse management system (WMS), or a type of enterprise resource planning system (ERP)
- • 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
- This position is full-time and remote Monday through Friday from 8:00 AM to 5:00 PM with an hour break, but flexibility is available based on coverage
- • A 4-year degree from an accredited university is preferred, or an equivalent combination of education and transportation industry experience
- • 3 - 5 years of demonstrated success working in either: • operations, finance, or business analytics, preferably within the transportation Industry
- Integration experience is highly preferred, but not required
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
- This position is full-time and remote Monday through Friday from 8:00 AM to 5:00 PM with an hour break, but flexibility is available based on coverage.
Company Overview