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.

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.

- 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.
- 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.

- Strategic Leadership
- Customer Experience Management
- Operational Excellence
- KPI & Performance Management
- Customer Satisfaction: NPS & CSAT
- Process Improvement
- Stakeholder Management
- Commercial Acumen
- Data-Driven Decision Making
- Cross-Functional Collaboration
- Change Management
- Executive Communication

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

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