Customer Service Manager (English/Spanish Required)

Port to Port International Corp is is seeking a bilingual Customer Service Manager to support and strengthen our USA Customer Service operations. This position is responsible for providing professional and timely support to customers while coordinating communication between operations, sales, accounting, documentation, and other departments involved in the logistics process.

The ideal candidate must be highly organized, solution-oriented, able to work in a fast-paced environment, and fully bilingual in English and Spanish. Attention to detail is a must. Previous experience in logistics, transportation, export operations, or international business is strongly preferred.

Responsibilities:
• Answer phone calls, emails, WhatsApp messages, and other assigned communication channels.
• Provide accurate information regarding vehicle status, towing services, bookings, payments, and shipments.
• Follow up on pending cases through resolution.
• Escalate critical situations or customer complaints to the appropriate supervisor or manager.
• Maintain effective communication with operations, sales, accounting, and documentation departments.
• Properly record customer information and all actions taken within internal systems.
• Assist in educating customers regarding processes, schedules, payments, policies, and requirements.
• Maintain a professional, respectful, and solution-oriented attitude.

Duties and Responsibilities:
• Review customer history before providing responses or making decisions.
• Verify information within internal systems before communicating updates to customers.
• Follow up on pending payments, confirmations, and release processes when applicable.
• Notify customers regarding missing requirements, pending documents, or process changes.
• Coordinate with operations regarding vehicles in the yard, towing services, or shipment-related matters.
• Support claims management, case tracking, and evidence collection when necessary.
• Meet company-established response and follow-up timelines.
• Report recurring situations affecting customer experience.
• Participate in trainings, operational meetings, and performance reviews.
• Perform other related duties as assigned.

Required Skills:
• Excellent verbal and written communication skills in both English and Spanish.
• Strong customer service orientation.
• Ability to handle upset customers and work under pressure.
• Strong organizational and follow-up skills.
• Attention to detail is a must.
• Ability to work effectively across multiple departments.
• Basic to intermediate knowledge of internal systems, email communication, WhatsApp, and Microsoft Office.
• Strong problem-solving skills.
• Professional, responsible, and discreet attitude.

Education and Experience:
• College degree in Business Administration, International Business, Logistics, or related field preferred.
• Minimum of 2 to 3 years of customer service experience required.
• Experience in logistics, transportation, vehicle export, or international business preferred.
• Fluent English required for USA Customer Service positions.
• Availability to work flexible schedules and Saturdays as operational needs require.

Physical Requirements:
• Prolonged periods sitting at a desk and working on a computer.
• Continuous use of phone, email, and internal systems.
• Ability to manage high volumes of daily communication.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Voluntary Benefits Available
• Paid Time Off (PTO)
• Paid Holidays
• 401(k) Plan Eligibility
• Opportunity for growth within the company

Salary based on experience and qualifications. Competitive compensation offered for candidates with strong logistics and bilingual customer service experience.