Customer Support Coordinator

Job Description

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

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 our client’s Connect and TMS, in communication strategies with customers, and initial triage, troubleshooting, and resolution of issues.

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