Bilingual Customer Service Manager (Logistics) - Cartagena

Keywords: Bilingual Customer Service Manager Customer Service Manager Gerente de Servicio al Cliente Logistics KPIs SLAs English C1 Team Leadership Continuous Improvement Customer Operations Customer Experience Manager Jefe de Servicio al Cliente Cartagena

A Bilingual Customer Service Manager with experience in the logistics sector is required to lead customer service operations in Cartagena. The position will be responsible for the comprehensive management of teams, process optimization, and continuous improvement, ensuring compliance with KPIs and SLAs. We are looking for a professional with the ability to articulate strategies at a regional level and guarantee an exceptional customer experience, positively impacting organizational objectives. This role is fundamental for operational continuity and the development of the Customer Operations area. The ideal candidate possesses advanced C1 English and previous experience as a Gerente de Servicio al Cliente or Customer Operations Manager.

Responsibilities:

• Lead and manage the customer service team ensuring operational excellence.
• Define, monitor, and analyze KPIs and SLAs to guarantee compliance with agreed service levels.
• Implement continuous improvement strategies and process optimization to enhance the customer experience.
• Develop and maintain solid relationships with customers and key stakeholders.
• Ensure correct operational planning and resource allocation to meet the area's objectives.
• Manage communication and articulation with other areas of the organization and logistics partners.
• Supervise data analysis to identify trends, improvement opportunities, and potential risks.
• Foster a collaborative work environment focused on achieving results.
• Guarantee compliance with company policies and procedures.

Requirements:

• Minimum five years of verifiable experience in leadership roles in customer service, preferably in the logistics sector.
• Professional degree in Administración de Empresas, Ingeniería Industrial, Logística, Negocios Internacionales, or related fields.
• Advanced mastery of the English language (C1 level), both oral and written.
• Demonstrated experience in the management and optimization of KPIs and SLAs.
• Knowledge and application of continuous improvement methodologies and process optimization.
• Proven ability to lead and develop high-performance teams.
• Valid visa for North America and availability to travel within the region.
• Ability for data analysis and strategic decision-making.
• Excellent intercultural communication and conflict management skills.
• Availability to work in a 100% on-site modality in Cartagena.
• Experience as a Customer Service Manager, Gerente de Servicio al Cliente, Customer Operations Manager, or Jefe de Servicio al Cliente is required.

Education level: Professional

Job sectors: Logistics warehouse and transport Customer service and related

Position: Gerente

Other skills: Technical skills: Indicator management Service levels Operational planning Process optimization Performance analysis Advanced English C1

Interpersonal skills: Analysis Decision making Intercultural communication Organization Conflict management Leadership