Operations Customer Service Representative

Operations Customer Service Representative

Reports To: Mexico Operations Manager / Key Account Manager

Location: Monterrey

Environment: Hybrid (about 3 days onsite; 2 remote)

Work Schedule: This position is full-time and hybrid Monday through Friday from 8:00 AM to 5:30 PM with an hour break, but flexibility based on coverage. There are some after-hour and weekend expectations – the typical work week is about 48 hours.

Recognized by Gartner in their Modern 4PL Market Guide, Redwood Logistics is at the forefront of industry innovation. Our cutting-edge supply chain technology pairs with the expertise of our brilliant minds to empower logistics execution across North America and Mexico.

Leveraging a comprehensive range of services, data-centric network solutions, and a seamlessly integrated platform, we have established our prominence as a key player in the mid-market segment within the freight tech industry.

Whether you're just starting your career or are an established professional looking for your next opportunity, Redwood inspires innovation across teams to provide transformative solutions for our customers.

As an Operations Customer Service Representative working within Redwood Mexico (one of our entities), you will be responsible for supporting our Mexico customers through daily operational duties.

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 customers with visibility and send updated status reports

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

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

English proficiency at least 80%

Progressive experience in an operational role within the transportation/logistics industry

Minimum of 2 years of logistics operations experience & knowledge of the cross-border (MX/US/CAN) required

Desirable proficiency with Transportation Management Systems

Access to experts and resources for your Learning & Development journey

Opportunity for internal mobility

Employee referral bonus program

Employee Resource Groups (ERGs)

Annual fundraising and volunteer events to give back to communities

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 starts 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 with 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.