Customer Service Executive

Responsibilities

• Manage proactive customer cases by resolving doubts and problems effectively through various contact channels.
• Handle inquiries related to customs procedures, taxes, and international regulations, ensuring all required documentation is complete.
• Monitor international shipment progress and identify customs delays to propose timely solutions.
• Utilize CRM tools like HubSpot to respond to tickets, categorize cases correctly, and maintain operational efficiency.
• Escalate complex cases to internal departments such as Finance, Tech, or Product, and coordinate with external partners and carriers.
• Meet established performance indicators including first response time, resolution time, CSAT, and overall productivity.
• Maintain and update databases and documentation to ensure accurate information management with providers.

Requirements

• Bachelor's degree in Industrial Engineering, Logistics, International Business, Business Administration, or a related field.
• 2+ years of experience in similar customer service or operations roles.
• Advanced proficiency in Microsoft Excel.
• Strong proactive attitude, problem-solving skills, and empathy in customer service.

Preferred Qualifications

• Knowledge of SQL.
• Experience using HubSpot or other CRM platforms.

Benefits

• Competitive salary.
• Opportunities for professional growth and career development.
• Work within a dynamic, ambitious, and multicultural environment.

About the Company

Skydropx is innovating logistics across Latin America, helping businesses automate and simplify their shipping processes. We are a team of visionary people working to change the world through technology and efficient operations.