Guatemala Customer Service Supervisor
On-siteGuatemala City, Guatemala, Guatemala
Job Summary
Manage assigned customers and supervise the provider by organizing efficient execution of customer service and related tasks. Monitor team adherence to standard processes and KPIs, ensuring client SLAs are followed and operational setups are effective. Report deviations, control invoicing accuracy, and generate operational reports while keeping systems updated. Supervise internal users on shipment status, resolve escalations, and coach team members to achieve performance targets. Lead change management projects and conduct weekly operational reviews to discuss and resolve ongoing issues. Drive commercial intelligence, cost control, and continuous improvement within the local team.
Required Qualifications
- At least 4 years experience in operations or customer services management in International Transportation, Logistics or Freight Forwarding
- Previous leadership experience within Customer Experience or Customer Service in Shipping and Logistics
- Bachelor's degree in International Trade, Administration, Economy, Engineering or related areas
- English proficiency: reads, speaks, writes fluently, especially in a business context
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