Customer Support Coordinator

Customer Support Coordinator

Reports To: Director of Customer Support

Location: Chicago, IL

Environment: Remote

Status: Exempt, salaried

Who We Are:

Recognized by Gartner in their Modern 4PL Market Guide, Redwood Logistics is at the forefront of industry innovation. Our cutting-edge supply chain technology pairs with the expertise of our brilliant minds to empower logistics execution across North America and Mexico.

Leveraging a comprehensive range of services, data-centric network solutions, and a seamlessly integrated platform, we have established our prominence as a key player in the mid-market segment within the freight tech industry.

Whether you're just starting your career or are an established professional looking for your next opportunity, Redwood inspires innovation across teams to provide transformative solutions for our customers.

Purpose of Your Work:

As Customer Support Coordinator working within Redwood Innovate (one of our entities), you will be responsible for you will be responsible to own and manage the full life cycle of assigned customer support requests from inception to resolution and closure.

How You Make a Difference Everyday:

• 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.

You've Got This?

• 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

What We Offer:

• 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

Work Schedule:

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.

Compensation Range:

Salary Range: $50,000 - $60,000

This position is eligible to earn annual incentives based on individual and company performance.

The estimated pay range reflects an anticipated range for this position. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the geographical location in which the applicant lives and/or which they will be performing the job.

Redwood is an equal opportunity employer. Employment decisions at the Company are based on individual merit, qualifications, abilities, and the Company's needs and resources. The Company does not discriminate in recruiting, hiring, compensation, promotions, discipline, termination or any other aspect of employment on the basis of an individual's actual or perceived race, color, creed, religion, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, ancestry, citizenship status, age, disability, marital status, military service or status, genetic information, arrest and conviction record, credit history, or any other basis protected by applicable law.