Customer Service Representative

Customer Service Representative Reports To: Mexico Operations (Ops Manager/KAM) Location: Monterrey, MX Redwood Logistics is your strategically integrated logistics provider that understands our customers' unique needs. Throughout our 20‑year history, we've grown and evolved our range of offerings to create a family of companies that can solve logistics and transportation challenges. From our diversity of services, data‑driven network solutions, and strategically integrated model, we have positioned ourselves as the dominant player in the mid‑market space. We are a privately held company, managing significant transportation spend – we are big, but flexible with an entrepreneurial spirit. For more than 20 years, Redwood Logistics has been helping move businesses forward by connecting our clients to winning strategies. As a next‑generation leader in third‑party logistics, we live at the intersection of logistics and technology. We focus brilliant minds, technology services, and performance excellence to modernize supply chains. Redwood Mexico, a subsidiary of Redwood Logistics, speaks the cross‑border shipping language. With years of industry experience and boots on the ground, Redwood is fully integrated with the carriers, people and processes required to move our customers' freight. See for yourself why The Chicago Tribune has named Redwood Logistics a Top Workplace for several years running Position Description As Operations Customer Service Representative, you will oversee efficiency of operational processes while meeting business requirements and customer needs. Responsibilities Accurately and efficiently coordinate carrier operation to ensure daily capacity & status updates Coordinate capacity to match customer needs amongst existing carrier base (carrier management) Provide trailer details for traceability and documentation purposes Record ongoing operations in TMS by creating loads/tenders and sending rate confirmation to carriers Provide customer with visibility and send updated status report Coordinate with carriers to establish regular updates and tracking reports Communicate with key contacts (customer, broker, consignee) to promptly resolve any transportation constraints Update load status in TMS and ensure accuracy of information (i.e. costs, rates, dates) Meet with carriers to explore and review business opportunities to optimize their capacity Establish a cadence of revisions and agreements to ensure ongoing improvement Communicate effectively with all stakeholders to ensure documentation is ready upon departure to avoid delays Coordinate with broker for corresponding border crossing docs (DODA, entry) Ensure shipment arrival to border/warehouse with complete and correct documentation Coordinate delivery appointments with consignee and ensure timely delivery Update & analyze KPIs to identify opportunity areas and implement corrective actions when necessary Communicate effectively within Redwood network for any additional help needed Quote and source additional spot capacity when required Support finance and intercompany when needed in case of discrepancies for load rates or carriers assigned Perform additional duties assigned by management Qualifications Ability to think critically, analyze data, and set strategic goals Excellent organizational, communication, and time‑management skills Problem‑solving and customer oriented professional Ability to work autonomously, proven to be both a self‑starter & team player in a dynamic environment Process oriented individual who has a deep understanding of customer impact and profitability High School diploma required BS/BA preferred; MBA is not required but ideal English proficiency at least 80% Progressive experience in an operational role within the transportation/logistics industry Desirable proficiency with Transportation Management Systems Rewards In addition, when you are contracted you will receive: Life Insurance policy for you starting 30 days after employment. Personal Health Insurance coverage for you – Major Medical 30 days "Aguinaldo" Christmas bonus or prorated percentage your first year. Vacation time starting at 8 days. Additional days will increase per Mexican Law. Premium Vacation 50% vacation days (Prima vacacional). You will also receive benefits like Saving Plan (Fondo de Ahorro) and Food Coupons (Vales De Despensa) 6% or the Maximum amount by Mexican Law. You will be provided a Cell Phone Allowance of $800 pesos per month minus applicable taxes. #J-18808-Ljbffr