? WE’RE HIRING | CUSTOMER SERVICE LEADERSHIP OPPORTUNITY

Are you passionate about Customer Experience, operational excellence, and building strong customer relationships?

We are looking for a customer-focused professional to join our team and lead the coordination of Customer Service operations, ensuring a consistent and high-quality end-to-end customer experience.

? Location: Mexico City

? Working hours: Monday to Friday | 9:00 AM – 6:00 PM

? Position Purpose

Lead and coordinate Customer Service operations to deliver a consistent end-to-end customer experience, ensuring responsive and professional attention to customers through phone, email, and digital channels.

The position will play a key role in customer communication, relationship management, case resolution, complaints, escalations, service recovery, and continuous improvement.

? Main Responsibilities

- Ensure quality and consistency of customer service across all channels and touchpoints.
- Provide timely, clear, accurate, and professional communication regarding shipment status, service requests, exceptions, and next steps.
- Manage customer escalations and coordinate service recovery and root-cause resolution with the appropriate teams.
- Lead customer meetings, service reviews, and follow-up on commitments.
- Monitor NPS, CSAT, complaints, response times, and resolution quality to identify improvement opportunities.
- Promote digital adoption and the effective use of self-service platforms.
- Strengthen customer relationships and support retention through proactive communication and reliable follow-up.
- Ensure effective shipment tracking and cargo visibility, especially for sensitive, delayed, or exception shipments.

? Education & Requirements
- Bachelor’s degree in Business Administration, International Relations, International Business, or a related field.
- 5 years of experience in Customer Service is desirable.
- Strong customer-oriented mindset and ability to manage complex customer situations.
- Experience working with KPIs, service performance, and continuous improvement.
- Ability to collaborate effectively with cross-functional teams.

? Key Skills ✔ Strategic Leadership

✔ Customer Experience Management

✔ Operational Excellence

✔ KPI & Performance Management

✔ Customer Satisfaction: NPS & CSAT

✔ Process Improvement

✔ Stakeholder Management

✔ Team Leadership & Development

✔ Commercial Acumen

✔ Digitalization & Automation

✔ Data-Driven Decision Making

✔ Cross-Functional Collaboration

✔ Change Management

✔ Executive Communication

? Systems & Tools

Knowledge or experience with Microsoft Office, LARA, NOVA, I-ROUTE, I-CUTOFF, CSA, Rules & Restrictions, and other shipment visibility platforms is valuable.

? Interested in this opportunity?

If your experience matches the profile and you are interested in continuing your career in Customer Service, please send your updated CV to the Human Resources team.

📌 Customer Service Manager (Ciudad de México)
🏢 Cma Cgm
📍 Ciudad de México