Customer Operations Representative

Reports To: Customer Operations Manager

Location: Monterrey, Mexico

Environment: Hybrid (4 days in office; 1 remote)

Work Schedule:

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

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 a Customer Operations Representative working within Redwood Multimodal (one of our entities), 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 in English/Spanish; proficient level for verbal and written communication
• 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:

• 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 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 Grocery Card (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.