.Operations Customer Service RepresentativeReports To: Mexico Operations ManagerLocation: MonterreyEnvironment: HybridWork Schedule:This position is full-time, 48hrs per week. Office attendance is hybrid Monday through Friday from 8:00 to 5:30 pm, with flexibility based on coverage. Note that there are some after-hour and weekend expectations based on urgencies and customer needs.Who We Are: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.Purpose of Your Work:As an Operations Customer Service Representative working within Redwood Mexico, you will be responsible for supporting our Mexico customers through daily operational duties.How You Make a Difference Everyday: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
