We are looking for an experienced Customer Service Manager to lead our Customer Service function and ensure a consistently high level of service throughout the customer journey.
This is a hands-on management role. In addition to supervising and developing the Customer Service team, you will personally manage complex customer situations, escalations, complaints, and service issues that require management-level attention.
Our business operates in a fast-paced container, logistics, and service environment where customer concerns may involve deliveries, container condition, modifications, repairs, billing, documentation, scheduling, or communication between departments.
The right person is proactive, organized, solution-oriented, and comfortable taking ownership of difficult situations from the initial complaint through final resolution.
Key Responsibilities
Customer Service Leadership
Manage, coach, and support Customer Service team members.
Establish clear expectations for communication quality, response times, follow-ups, and case ownership.




Monitor team workload and ensure customer requests are assigned and handled appropriately.
Provide ongoing feedback, training, and performance support.
Develop and maintain Customer Service procedures, templates, escalation processes, and service standards.
Help create a culture where customer issues are owned rather than passed from one department to another.
Customer Complaints & Escalations
Serve as the primary escalation point for complex or dissatisfied customers.
Personally handle sensitive customer complaints and high-priority cases.
Investigate concerns by gathering information from relevant departments.
Communicate professionally with customers during difficult or high-pressure situations.
Establish clear expectations regarding timelines, solutions, and next steps.
Follow cases through until an appropriate resolution is reached.
Identify situations that require escalation to senior management.
Cross-Functional Coordinati

📌 Customer Service Manager – U.S. Operations (Colombia)
🏢 Conexwest
📍 Colombia