Customer Service and Support Manager

Customer Service Manager – Logistics Company

Position Objective

To lead the Customer Service strategy and operation, ensuring timely and high-level service for clients, as well as compliance with service level agreements (SLAs), operational and commercial indicators. You will be responsible for strengthening relationships with strategic clients, anticipating risks, resolving escalations, and coordinating with operational areas to guarantee a consistent and profitable experience.

Main Responsibilities

• Lead and develop the Customer Service team, establishing objectives, priorities, and performance metrics.
• Ensure compliance with SLAs, operational KPIs, and service levels committed to clients.
• Manage relationships with key clients and act as the primary escalation point for critical incidents.
• Track indicators such as OTIF, response times, service level, claims, customer satisfaction, productivity, and commitment fulfillment.
• Identify trends, root causes, and opportunities for improvement in the customer experience.
• Coordinate actions with Operations, Transportation, Warehouse, Sales, and other areas to resolve incidents and prevent recurrence.
• Design and implement continuous improvement processes to standardize service and elevate customer satisfaction.
• Participate in business meetings and periodic performance reviews with strategic clients.
• Prepare executive reports and present results, risks, and action plans to Management.
• Manage improvement projects focused on retention, satisfaction, and account development.
• Ensure effective and proactive communication regarding delays, deviations, or operational contingencies.
• Promote a culture of service, sense of urgency, customer orientation, and accountability.

Required Profile

• Bachelor's degree in Administration, Industrial Engineering, Logistics, Commerce, or a related field.
• 5+ years of experience in Customer Service, Customer Experience, Account Management, or operations within logistics, transportation, 3PL, or supply chain companies.
• Previous experience leading teams and managing corporate clients.
• Knowledge of transportation, distribution, warehousing, and/or integrated logistics processes.
• Experience managing SLAs, KPIs, executive reports, and improvement plans.
• Ability to handle demanding clients and escalation situations.
• High orientation towards results, negotiation, communication, and problem-solving skills.
• Advanced Excel proficiency; desirable knowledge of CRM, ERP, and data analysis tools.
• Intermediate-advanced English, desirable.

Key Competencies

• Leadership and team development
• Customer orientation
• Analytical thinking
• Problem-solving
• Conflict management and negotiation
• Executive communication
• Sense of urgency
• Organization and follow-up
• Continuous improvement
• Results orientation

Success Indicators (KPIs)

• Customer Satisfaction / CSAT
• NPS
• SLA Compliance
• OTIF / Service Level
• Average Response Time
• Number and recurrence of escalations
• Claims
• Customer Retention
• Team Productivity
• Action Plan Fulfillment