Customer Operations Representative

Customer Operations Representative

Reports To: Customer Operations Manager

Location: Monterrey, Mexico

Environment: Hybrid

Work Schedule:

This position is full-time and hybrid with 3 days onsite and 2 days remote per week, Monday through Friday from 8:00 AM to 5:00 PM with an hour break, but flexibility is available based on coverage.

Please note that the first 90 days will be focused on training and require onsite presence Monday through Friday. After the training period, you will have the option to work a hybrid schedule.

Who We Are:

Redwood Logistics is one of the fastest growing? and most innovative 4PL providers offering supply chain execution and next-generation supply chain technology solutions.? 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 forth-party logistics (4PL), we live at the intersection of logistics and technology. We focus brilliant minds, technology services, and performance excellence to modernize supply chains.

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 operating across North America and Mexico. We are a privately held company, managing significant transportation spend – we are big, but flexible with an entrepreneurial spirit.

Redwood Multimodal, a subsidiary of Redwood Logistics, is a full-service, non-asset brokerage company that takes pride in providing unparalleled transportation services to our customers while maintaining mutually beneficial relationships with our carriers.

Redwood Mexico, a subsidiary of Redwood Logistics, speaks the cross-border shipping language removing roadblocks that can bring cross-border supply chains to a stand-still.

Our continued success is driven by our fearless and innovative people. Being part of the Redwood family means taking the road less traveled, building each other up to greatness, and always leaving room for fun

Ready to grow with us? With $1.4B in Revenue, 34% YOY SaaS growth and 400% SaaS pipeline, now is the time to join Redwood

Purpose of Your Work:

As a Customer Operations Representative, you will be responsible for providing excellent customer service while overseeing daily operational functions which may include: correcting customer problems, data entry, load building, scheduling appointments, and more. The ideal candidate will work well in a dynamic and fast-paced environment while maintaining the ability to multi-task and prioritize responsibilities.

How You Make a Difference Everyday:

• Oversee and manage operational workflow for designated accounts, providing exceptional customer service
• Identify, investigate, and correct unique customer problems and order delays
• Schedule freight pick-up and delivery appointments
• Precise data entry work which includes building orders in Redwood's proprietary TMS
• Provide freight status updates to shippers, receivers, customers, and internal parties
• Communicate relevant updates to customer and/or internal carrier account teams as needed
• Verify all freight charges, and resolve all accounting discrepancies prior to final invoicing
• Proactively generate and process appropriate paperwork for orders, maintaining a strong attention to detail
• Efficient and effective problem-solving related to customer shipments.

You've Got This?

• Bi-lingual (English/Spanish)
• Clear and effective communication/interpersonal skills
• Ability to change focus quickly due to demands of market conditions and/or company needs
• Exceptional attention to detail
• Strong critical thinking skills
• Prior customer service experience a plus

What We Offer:

• 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 12 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.

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.