Customer Service Manager

CMA CGM; Ciudad de México; On-site; MXN 520,000 - 780,000; Full time

Job summary

CMA CGM in Mexico City is seeking a customer-focused professional to lead the coordination of Customer Service operations and deliver a consistent end-to-end customer experience across phone, email, and digital channels.

You will drive escalations, service recovery, and continuous improvement, monitor NPS/CSAT, manage stakeholder relationships, and lead service reviews with cross-functional teams.

Qualifications

• Bachelor's degree in Business Administration, International Relations, International Business, or related field.
• 5 years of experience in Customer Service is desirable.
• Strong customer-oriented mindset and ability to handle complex situations.
• Experience with KPIs, service performance, and continuous improvement.

Responsibilities

• Lead and coordinate Customer Service operations to ensure a consistent end-to-end experience across channels.
• Manage customer escalations, service recovery, and root-cause resolution with relevant teams.
• Lead customer meetings, service reviews, and follow-up on commitments.
• Monitor KPIs such as NPS, CSAT, response times, and resolution quality for improvement.
• Promote digital adoption and effective use of self-service platforms.
• Strengthen relationships to support retention through proactive communication and reliability.

Skills

Strategic Leadership

Customer Experience

Operational Excellence

KPI Management

NPS/CSAT

Process Improvement

Stakeholder Management

Commercial Acumen

Data-Driven Decisions

Cross-Functional Collaboration

Change Management

Executive Communication

Education

Bachelor's degree in Business Administration, International Relations, International Business, or related field

Job description

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.