Define and implement the Customer Care strategy in coordination with the Sales team
Lead customer care activities across functions such as: Customer Service, Booking, Specialized Desk, Cargo Readiness, Centralized Service Delivery
Monitor performance through KPIs and take action to improve service levels and reduce turnaround times for key customer-impacting processes
Ensure the proper implementation of group processes, procedures, projects, and tools
Strengthen the team’s response capacity and overall service effectiveness
Ensure timely and effective case resolution according to established targets
Promote a culture of teamwork, collaboration, and accountability across the cluster
Develop and integrate customer care roles within the cluster, expanding responsibilities where appropriate
Ensure invoice accuracy and support revenue collection for local cargo through reporting and team follow-up
Supervise, coach, and evaluate the customer care team to drive performance and development
Identify and implement process improvement opportunities to enhance customer experience and operational efficiency
Act as a business expert for customer care processes and ensure execution of all related tasks and workflows.

Bachelor’s degree in Business Administration, Industrial Engineering, Marketing, or a related field
Master’s degree in Logistics, Commerce, MBA, or a related field is preferred
Minimum 5 years of experience in the shipping industry
Previous experience in a management or supervisory role
Strong knowledge of: Advanced Excel, CRM systems, Power BI, KPI management
Strong communication and interpersonal skills
High level of initiative and ownership
Strong time management and organizational skills
Results-oriented leadership style
Fluency in Spanish and English is required.

Senior Customer Care Manager – Cluster Hispaniola

Key skills