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.

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