Redwood Logistics

Director

• Lead and develop Service Delivery managers and teams responsible for strategic and complex customer accounts
• Translate customer objectives, contractual commitments, and operating requirements into clear account plans, priorities, and team routines
• Oversee day-to-day service delivery across account management and client logistics
• Ensure timely execution, clean handoffs, and strong issue ownership
• Monitor customer health, SLAs, KPIs, scorecards, and financial indicators to identify risks and improvement opportunities
• Serve as a senior escalation leader, coordinating communication, root-cause analysis, corrective action, and follow-through across Redwood teams
• Build trusted relationships with customer stakeholders
• Participate in operational reviews, QBRs, and executive governance meetings
• Standardize SOPs, reporting, governance, and best practices
• Partner with Operations, Carrier Management, Freight Audit and Pay, Finance, Customer Success, Product, and Technology
• Lead initiatives to simplify workflows, improve data quality, reduce manual effort and cost to serve, and increase customer visibility
• Support implementations, transitions, and expansion initiatives by preparing teams, validating readiness, and stabilizing ongoing operations
• Coach managers and team members through feedback, development planning, performance management, and recognition

Director of Service Delivery

Supply Chain

• Learn and understand the transportation and logistics industry, including factors impacting the market, carriers, and customers
• Learn and understand transportation management systems and customer-support processes
• Provide exceptional customer service to Redwood’s customers
• Oversee day-to-day operations for key customer accounts
• Perform data entry, load planning, shipment tracking, and issue management
• Manage existing carrier and customer relationships in collaboration with Account Management and Freight Audit & Pay teams
• Investigate, provide solutions, and resolve order delays, missed pickups, missed deliveries, and damaged freight
• Proactively communicate relevant updates to customers and internal teams
• Answer phone calls in a timely manner
• Learn system shortcuts to minimize administrative work

Client Logistics Coordinator

Business Analyst

• Own customer support cases from initial investigation through resolution, providing timely and accurate communication throughout the lifecycle of the issue
• Respond to customer support requests, system notifications, and inquiries in accordance with established service-level agreements (SLAs)
• Investigate, troubleshoot, and resolve Infios TMS application, configuration, data, and integration-related issues
• Analyze reported symptoms, application behavior, system data, logs, and other available technical information to identify potential root causes
• Reproduce customer issues when appropriate and differentiate between application defects, configuration issues, integration failures, data problems, and user/process-related issues
• Escalate complex issues to subject matter experts, Engineering, or other technical teams with complete troubleshooting documentation and supporting evidence
• Collaborate with customers and internal teams to validate solutions and confirm successful resolution
• Create and maintain technical documentation, troubleshooting procedures, and Knowledge Base content
• Identify recurring issues and recommend improvements to processes, documentation, product configuration, or support procedures
• Share technical knowledge and mentor other analysts in established troubleshooting practices and support procedures
• Contribute to continuous improvement initiatives designed to increase support efficiency, reduce resolution times, and improve the overall customer experience

Solutions Analyst – Infios Support

• Lead and develop Service Delivery managers and teams responsible for strategic and complex customer accounts
• Translate customer objectives, contractual commitments, and operating requirements into clear account plans, priorities, and team routines
• Oversee day-to-day service delivery across account management and client logistics
• Ensure timely execution, clean handoffs, and strong issue ownership
• Monitor customer health, SLAs, KPIs, scorecards, and financial indicators to identify risks and improvement opportunities
• Serve as a senior escalation leader, coordinating communication, root-cause analysis, corrective action, and follow-through across Redwood teams
• Build trusted relationships with customer stakeholders
• Participate in operational reviews, QBRs, and executive governance meetings
• Standardize SOPs, reporting, governance, and best practices
• Partner with Operations, Carrier Management, Freight Audit and Pay, Finance, Customer Success, Product, and Technology to resolve issues and improve outcomes
• Lead initiatives to simplify workflows, improve data quality, reduce manual effort and cost to serve, and increase customer visibility
• Support implementations, transitions, and expansion initiatives by preparing teams, validating readiness, and stabilizing ongoing operations
• Coach managers and team members through feedback, development planning, performance management, and recognition