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Client Solutions Support

2 months ago

Chicago, United States Redwood Logistics Full time
Job DescriptionJob Description

Client Solutions Support & Enhancement Manager

Reports To: Senior Director, Client Solutions

Location: Chicago, IL

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

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 Client Solutions Support & Enhancement Manager working within Redwood Supply Chain Solutions (one of our entities), you will be responsible for managing the Client Solutions support and enhancement team, completing support and enhancement tasks, working cross functionally to prioritize tasks, creating support and enhancement processes, and tracking support and enhancement KPIs.

How You Make a Difference Everyday:

Leadership and Talent Management:

  • Participate in recruiting, interviewing, and hiring employees
  • Manage and direct the support and enhancement team
  • Ensure the team is working seamlessly and efficiently
  • Work cross-functionally with Redwood teams to ensure work is prioritized appropriately
  • Provide regular status updates to internal stakeholders
  • Develop and enforce work process and standards
  • Ensure customer-centricity is the main priority for the team
  • Hold team accountable for any service issue and remove roadblocks
  • Develop and maintain a team atmosphere within team and with other departments
  • Serve as a role model when coaching employees on how to resolve complex, customer-related issues
  • Supervise the work of employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
  • Provide leadership, support and coaching to team members, emphasizing customer satisfaction, professional growth, collaboration, and mastery
  • Perform skills planning and cross-train team lead to ensure sufficient back-up is in place
  • Train or instruct employees in job duties or company policies/arrange for training as needed
  • Evaluate employee job performance; recommend appropriate personnel action

Problem Solving and Process Improvement:

  • Serve on cross-functional project teams; working toward common goals
  • Serve as primary contact with other departments on process improvement, enhancement, and problem-solving efforts
  • Review team metrics to verify details, monitor work activities, or evaluate performance
  • Team manager will be expected to dedicate approximately 50% of time and effort to fixing support issues and configuring and testing enhancements in Redwood’s systems
  • Identify opportunities for process improvements and works with others to develop ideas and gain acceptance
  • Implement process improvements, including team restructuring, leveraging external resources, resulting in an enhanced experience for customers and/or improved efficiencies and lower costs
  • Oversee and implement creative and unique systematic solutions

Issue Escalation Management:

  • Ensure proactive customer communication regarding any service interruptions or delays in resolution
  • Ensure the appropriate resources are assigned to address issues in a timely manner
  • See issues and enhancements through to completion
  • Interact with customers and internal stakeholders and handle customer complaints in a timely manner to meet customer expectations

You’ve Got This?

  • Bachelor’s degree in Supply Chain, Engineering or Information Systems preferred
  • 3 years of Transportation Management System experience (MercuryGate preferred)
  • 5 years of Supply Chain experience
  • System integration experience preferred
  • SaaS support or account management experience preferred
  • Ability to work independently and to learn on the fly
  • Ability to manage direct reports
  • Work independently to define scope and implement smaller solutions for clients
  • Must have excellent writing and communication skills.

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
  • Paid time off, floating holidays, time off to volunteer and rollover
  • Paid parental leave
  • Medical, dental, vision and 401k plans (with match)
  • Flexible spending account, mass transit and dependent care plans available
  • Health savings account, with a annual company contribution for plan participants
  • Short-term and long-term disability; life insurance policies subsidized by company
  • Additional benefits including pet insurance, accident care, access to legal advice and more

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.