Customer Service Supervisor – Guatemala

About the role

The Customer Service Supervisor will lead the operational management of assigned customers in Guatemala, ensuring efficient execution of service tasks and continuous improvement of processes. Reporting to the SCM Team Leader, you will act as the main point of contact for internal and external stakeholders, driving a high‑quality customer experience.

Key responsibilities

• Ensure the team follows standard processes, IOP/SOPs and monitors relevant KPIs.
• Maintain client SLA compliance, develop and optimise operational set‑ups and procedures.
• Oversee invoicing accuracy and timeliness, and keep systems updated with high data quality.
• Generate operational reports required by the client and keep internal users informed about shipment status.
• Support the team during escalations, resolve customer issues and engage stakeholders for timely solutions.
• Set clear objectives, coach team members and drive cost‑control and profitability.
• Lead change‑management projects and conduct weekly operational reviews.

Required profile

• Minimum 4 years experience in operations or customer service management within international transportation, logistics or freight forwarding.
• Proven leadership experience in customer experience or service in shipping and logistics.
• Bachelor’s degree in International Trade, Administration, Economics, Engineering or related field.
• Fluent English (reading, speaking, writing) in a business context.

Required skills