Job Purpose As Customer Service Agent, you’ll play a vital role in our success, you’ll proactively identify issues, mitigating them and achieve best-in-class Customer Experience. A Customer Service Agent owns and manages the customer experience, has responsibility for end-to- end follow up in shipments in compliance with relevant company procedures and agreements with customer and facilitates their timely and effective issue resolution. As a Customer Service Agent, you will be the primary point of contact for an assigned portfolio of customer ensuring smooth execution of the end-to-end logistics lifecycle, working closely with the customer as well as internal and external stakeholders, maintain focus on voice of customer, process efficiency and business growth.
Key Responsibilities
- Deliver a best-in-class Customer Service experience.
- Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.
- Act as the first point of contact for customers’ needs though an occasional participation in a Call Center,



recurrent access to mobile phone and internal CRM system.
- Focal contact point between origins/destinations.
- Exception issue handling & resolutions, a high level of ownership is expected
- Lead root cause analysis
- Responds to al customers’ enquiries honouring our SLA
- Connect with proper stakeholders to allow operation is as smooth as possible.
- Ensure all activities are conducted in compliance with customer SOP.
- Be fully responsible for customer satisfaction with quarterly evaluations to get direct customers’ feedback.
- Look for improvements in ways of working and drive for service delivery excellence and increase business efficiency.
- Proactively follow up and keep customer informed of any issues or changes to their shipment.
- KPI Achievement
- Prepare and present MBR/QBR to customer
- Identify and execute upselling opportunities.

Preferrable education
International Trade, Logist

📌 Customer Service Agent (Ciudad de México)
🏢 APM Terminals Gothenburg
📍 Ciudad de México