Customer Service Manager

CMA CGM; Ciudad de México; On-site; MXN 900,000 - 1,350,000; Full time

Benefits offered by this job

None

Job summary

CMA CGM is seeking a Customer Service Leader in Mexico City to drive end-to-end customer experiences across ships, offices, and digital channels. You will coordinate cross-functional teams, manage escalations, and lead service reviews to ensure top-tier performance and continuous improvement.

The role emphasizes stakeholder management, KPI ownership, and a customer-centric mindset to support retention and operational excellence.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 5 years of experience in Customer Service or leadership roles is desirable.
• Strong focus on KPIs, service performance and continuous improvement.
• Ability to collaborate effectively with cross-functional teams.

Responsibilities

• Lead and coordinate Customer Service operations across channels.
• Ensure a consistent end-to-end customer experience.
• Manage escalations, service recovery and root-cause resolution.
• Lead customer meetings, service reviews, and follow-up on commitments.
• Monitor NPS, CSAT, response times, and resolution quality.
• Promote digital adoption and self-service platforms.
• Strengthen relationships to support retention and proactive communication.
• Ensure shipment tracking and cargo visibility for sensitive shipments.

Skills

Strategic Leadership

Customer Experience Management

Operational Excellence

KPI & Performance Management

Customer Satisfaction

Process Improvement

Stakeholder Management

Team Leadership

Data-Driven Decision Making

Cross-Functional Collaboration

Change Management

Executive Communication

Education

Bachelor's degree in Business Administration

Tools

Microsoft Office

LARA

NOVA

I-ROUTE

I-CUTOFF

CSA

Rules & Restrictions

Shipment visibility platforms

Job description

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.