Senior Client Logistics Representative

Senior Client Logistics Representative

Reports To: Client Logistics Manager

Location: Remote

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.

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

Position Description:

As a Senior Client Logistics Representative, you will be responsible for providing excellent customer service while overseeing daily operational functions for Redwood’s customers. With your transportation and logistics expertise, you’ll focus on delivering best in class customer service, while providing proactive freight management guidance to our customers. Your day to day responsibilities will include load building, load planning, scheduling appointments, receiving and responding to customer requests (both email and phone), and helping your fellow teammates. Additionally, this position provides you with the opportunity to build strong relationships with our key customers. Additional responsibilities include conducting analyses of freight, identifying trends and opportunities for improvement, making recommendations, assisting with the creation of customer solutions and ensuring greater account profitability.  The ideal candidate likes to continuously learn new things, be challenged at work and works well in a dynamic and fast-paced environment while maintaining the ability to multi-task and prioritize responsibilities.

Primary Job Responsibilities:

• Leverage your transportation & logistics industry experience along with the factors that impact the market, on our most complex accounts
• Learn and understand our transportation management system(s) and processes that support our customers
• Provide exceptional customer service to Redwood’s customers in every interaction
• Oversee day-to-day operations for key customer accounts, including data entry, load planning, shipment tracking, and issue management
• Manage existing carrier and customer relationships for respective customers, working in collaboration with Account Management and Freight Audit & Pay teams
• Investigate, provide solutions and resolve customer problems such as order delays, missed pickups, missed deliveries, damaged freight, and accounting discrepancies
• Proactively communicate relevant updates to customers and/or internal teams as needed
• Answer all phone calls in a timely manner
• Learn and understand system tricks and shortcuts to minimize administrative work
• Learn and understand system setup requirements and integration processes that impact our customers
• Effectively multi-task and prioritize responsibilities for key customers with varying degrees of difficulty and complexity
• Ensure shipments are planned and executed on-time according to customer specification, while being mindful of cost and service
• Understand and manage key customer contracts and routing guides while collaborating with the contracts department to ensure lanes are rating properly
• Fully understand compliance benchmarks for key accounts while identifying and resolving exceptions to those benchmarks
• Coordinate new carrier on-boarding, capacity, and pricing requests with the Carrier Relations team
• Ensuring all shipments are void of any discrepancies prior to audit and invoicing
• Assist in training and supporting new team member on-boarding
• Administer and facilitate customer and/or carrier portal training as needed
• Provide feedback to senior leaders on operations improvement and process changes along with keeping process documentation up to date
• Conduct higher level reporting ability to work with reporting teams to determine KPI’s and necessary metrics to report back to customer on daily, weekly, monthly, etc. basis. 
• Will need to occasionally respond to customer requests after primary work hours (nights and weekends) and/or work on a weekend when customers’ needs require support

Skills Needed:

• Ability to think critically and analyze data
• Ability to remain calm under pressure and handle a fast-paced environment
• Effective and proficient written and verbal communication skills
• Simultaneous management of multiple tasks
• Ability to manage time effectively
• Thrive in a team environment, collaborating and helping others
• Excellent organizational and time-management skills
• Ability to produce internal and customer-facing reports that are clean, accurate and relatable
• Ability to effectively coordinate with multiple team members and across departments on joint tasks such as reporting, project operations, and compliance
• Ability to work autonomously

Qualifications:

• High School diploma required
• Minimum 2 – 4 years in a transportation/logistics environment, specializing in operations is preferred
• Experience in planning, scheduling and executing across multiple modes of transportation (LTL, Volume, Truckload, Partial, Intermodal, Expedited)
• Experience in a TMS SAAS product such as MercuryGate or Oracle Transportation Management
• Understanding of system connectivity process & terminology (EDI, API, FTP)
• BA/BS degree preferred

• Proven track record of successful problem-solving and critical thinking
• Basic understanding of creating and maintaining reporting, including using Microsoft Office products (Outlook, Excel, Word, and Power Point)
• Excellent attention to detail and ability to multi-task and prioritize
• Demonstrated effectiveness in both written and verbal communication skills
• Strong customer service background and ability to quickly build rapport with customers
• Demonstrates timely and efficient follow through on deliverables
• Enjoy working in a team environment

• Demonstrated experience to be dynamic and adaptable to the customer’s needs
• Have an interest in growth and development through training, additional responsibilities, and higher performance standards

Tools:

• Zendesk
• Harvest
• MercuryGate
• MercuryGate Edge, MercuryGate Mojo
• MS Office Word, Excel, and PowerPoint
• Tableau

Rewards:

• Culture of unlimited growth with new positions and departments created regularly to support our growing customer base
• Paid  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

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.