Customer Service Specialist

Responsibilities

• Manage proactive customer cases and resolve inquiries regarding logistics, customs, taxes, and international regulations.
• Monitor international shipment progress and identify customs delays or documentation issues to propose solutions.
• Respond to customer tickets via HubSpot CRM, ensuring correct categorization and property completion.
• Maintain high service standards by meeting established SLAs and KPIs, including response time, solution time, and CSAT.
• Collaborate with customs agents, internal departments (Finance, Tech, Product), and carriers to escalate and resolve critical issues.
• Ensure all required documentation, such as invoices and certificates of origin, is accurate and complete.
• Maintain and update databases and documentation for managing information 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 logistics roles.
• Advanced proficiency in Microsoft Excel.
• Strong proactive attitude, problem-solving skills, and empathy in customer service.

Preferred Qualifications

• Experience using HubSpot or similar CRM tools.
• Knowledge of SQL.

Benefits

• Competitive salary.
• Opportunities for professional growth and development within a dynamic, multicultural environment.
• Work with a visionary team innovating logistics across LATAM.

About the Company

Skydropx - Frenet is innovating logistics across Latin America, helping businesses streamline their operations and focus on growth by managing their shipping and customs complexities.