SCS Client Support Coordinator
Reports To: SCS Account Manager
Location: Chicago, IL
Redwood Logistics is a privately held, strategically integrated logistics provider founded in 2001. Through our 18-year history weve listened to our customers needs and have created a family of companies that can solve their logistics and transportation challenges. See for yourself why Chicago Tribune has named Redwood Logistics a Top Workplace for several years running!
Redwood Supply Chain Solutions (SCS), a subsidiary of Redwood Logistics, levels the playing field for our customers through logistics and supply chain solutions that will give them a competitive advantage in their market. We are a group of motivated, talented people who operate under proven processes utilizing sophisticated technologies to help our customers succeed.
The SCS Client Support Coordinator is a multifaceted role where, at a high level, the resource will be responsible for:
Actively resolving client facing technology related issues and inquiries for both Managed and Technology only accounts within Redwood SCS
Serving as an additional administrative and/or technical resource on active project implementations
Participating in and successfully passing an extensive training 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
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 customer service as well as developing the competitive technical and strategic skills required in todays rapidly evolving, technology focused marketplace.
Actively Resolving Client Technology Related Issues & Inquiries
Respond to issue request, 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 SCS 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 projects Engagement Manager or Solution Architect
Assist in creating user guides and training material for product end users
Participate in and Successfully Pass Two-Part Training Program
Managed Services Departmental Rotation & Knowledge Services Core Functions Classes
Structured Independent Study Program
A 4-year degree from an accredited university is preferred, or an equivalent combination of education and transportation industry experience
Superior analytic skills are required in order to support the communication and delivered value to Redwood Supply Chain Solutions customers
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
Redwood Logistics offers excellent benefits, including health, dental, vision, disability, 401(k) and life insurance, and a paid time off policy within a progressive, employee-centric culture