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Client Support Coordinator

Redwood Logistics

Client Support Coordinator

Chicago, IL
Full Time
Paid
  • Responsibilities

    Job Description

    CLIENT SUPPORT COORDINATOR

    Reports To: CLIENT SUPPORT MANAGER

    Location: CHICAGO, IL OR REMOTE

     

    For more than 19+ years, REDWOOD LOGISTICS has been helping move businesses forward by connecting our clients to winning strategies. Redwood is a next-generation leader in third-party logistics. We focus brilliant minds, technology services, and performance excellence to modernize your supply chain. Your business was never designed to be ordinary. Your logistics partner shouldn’t be either.

    See for yourself why The Chicago Tribune has named Redwood Logistics a Top Workplace for several years running!

    REDWOOD PLATFORM SERVICES is a human-driven supply chain integration platform as a service, looking to disrupt current logistics consulting, integration and application marketplace. We support our clients’ supply chain system connectivity needs by deploying a team of experts that seamlessly design and deploy quick, custom technology integration and implementation solutions. It starts with a consultative mindset and matches clients’ needs with the right fit technology solution. The wide range of solutions include:

    • technical and functional integration design by technical logistics experts;
    • integration Platform as a Service, RedwoodConnect, that allows to connect disparate systems and applications together;
    • business Analytics and Intelligence that helps unlock hidden savings within the network through full supply chain visibility.

     

    POSITION DESCRIPTION:

    The CLIENT SUPPORT COORDINATOR is a multifaceted role where, at a high level, the resource will be responsible for:

    1. Actively resolving client facing technology related issues and inquiries for both Managed and Technology only accounts within Redwood SCS
    2. Serving as an additional administrative and/or technical resource on active project implementations
    3. Can learn on the fly and is comfortable submerging themselves into a program designed to allow the resource to be able to acquire and develop upon the skills needed to continue to grow within the SCS team as opportunity becomes available
    4. Communication with both internal and external clients and resources.

    The ideal candidate will have a blend of operational, client management, and analytical experience preferably gained within the transportation industry, with an emphasis on providing exemplary customer service and knowledge of technology and process. A knack for problem solving and quickly learning new skills (technical, process, or industry related) are plus.

    This is a role focused on developing the competitive technical and strategic skills while maintaining a high level of customer service required in today’s rapidly evolving, technology focused marketplace.

     

    RESPONSIBILITIES:

    Actively Resolving Client Technology Related Issues & Inquiries

    • Respond to issue requests, notifications, and inquiries within specified time requirements
    • 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 in order to be able to resolve similar requests in the future
    • Regularly create or update documentation and training material in the Client Support Knowledge Base

    Serve as An Additional Resource on Active Project Implementations

    • Attend all internal and client meetings throughout project implementation
    • Perform administrative and technical tasks assigned by the project’s Engagement Manager or Solution Architect
    • Assist in creating user guides and training material for product end users

    QUALIFICATIONS:

    • A 4-year degree from an accredited university is preferred, or an equivalent combination of education and transportation industry experience
    • Experience utilizing a transportation management system (TMS), warehouse management system (WMS), or a type of enterprise resource planning system (ERP)
    • Experience with Oracle Transportation Management system (OTM) or MercuryGate strongly preferred
    • 1-2 years of demonstrated success working in either:
      • operations, finance, or business analytics, preferably within the transportation Industry
    • Superior analytic skills are required in order to support the 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 a 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

     

    REWARDS:

    • Culture of unlimited growth with new positions and departments created regularly to support our growing customer base
    • Paid maternity and paternity leave policies
    • Medical, dental, vision and 401k plans (with match)
    • Flexible-spending, mass transit and dependent care plans
    • Health savings account, with company contribution
    • Short-term, long-term and life insurance policies subsidized by company
    • Cell phone discounts; reduced fees for health and fitness clubs
    • Additional benefits including pet insurance, accident care and more
    • Competitive referral bonus program
    • Competitive PTO plans, with extra floating holiday and time off to volunteer
    • Fundraising and volunteer opportunities to give back to our local and national communities