Customer Service Manager

Job Opening: Customer Service Manager – Customs (AICM) Location: AICM Customs Office – Mexico City Schedule: Monday to Friday, 9:00 AM to 6:00 PM Position Summary: We are a leading company in international trade and logistics, currently seeking a Customer Service Manager with strong expertise in customs operations. This role is essential for leading the customer service team, ensuring high service standards, and overseeing the smooth execution of import and export processes. Key Responsibilities: Lead, motivate, and manage the Customer Service team focused on customs operations. Monitor and ensure timely follow-up of national and international shipments. Coordinate import and export processes in compliance with current regulations. Track and analyze key performance indicators (KPIs) to drive service excellence. Identify opportunities for process improvements and customer satisfaction. Design and implement strategies to reduce customer complaints and response times. Ensure timely resolution of operational and customer-related issues. Collaborate with customs brokers, internal departments, and customs authorities. Requirements: Bachelor’s degree (completed and with diploma) in International Business, Foreign Trade, Customs, or a related field. Advanced English – both written and spoken (mandatory). Minimum of 5 years of experience in the customs field, specifically in customer service leadership roles. Strong knowledge in: Import and export procedures and customs compliance. Shipment tracking and logistics coordination. Service KPIs (NPS, response times, resolution rate, etc.). Customs regulations and international logistics. CRM systems and logistics platforms. Strong problem-solving skills and ability to work under pressure. Proven track record in improving customer service performance and reducing complaint rates. What We Offer: Competitive base salary (commensurate with experience). Above-law benefits. Career growth opportunities and job stability. Professional and dynamic work environment.

Location: Venustiano Carranza, Mexico City, MX

Posted Date: 10/16/2025