Grado: 8

Presencial - Medellín

Inglés- Avanzado

This role provides high-touch customer service support for international and Trade Direct Cross Border (TDCB) customers, ensuring a seamless end-to-end customer experience. The position requires full ownership of customer issues, from initial inquiry through resolution, with a strong focus on First Call Resolution and proactive communication. The successful candidate will connect processes, systems, and stakeholders to resolve complex cases efficiently and prevent recurrence.

Key Responsibilities:

• Support international customers with shipment tracking, billing inquiries, damage/claims handling, and proof of delivery documentation

• Provide dedicated, end-to-end case ownership, ensuring timely and accurate resolution of customer issues

• Investigate and resolve complex cases, including tracing and claims, by collaborating with internal departments such as Billing, Operations, Brokerage, and Delivery Information

• Build and maintain strong relationships with both internal partners and external customers

• Identify root causes and recommend sustainable solutions to improve processes and customer experience

• Maintain proactive communication through follow-ups and outbound contacts to ensure customer satisfaction

• Apply strong analytical thinking and a solution-oriented approach to non-standard or complex scenarios

• Demonstrate accountability, attention to detail, and consistent follow-through

Qualifications and Requirements:

• Proven experience in customer service, preferably in logistics, transportation, or international operations

• Strong problem-solving and analytical skills, with the ability to manage end-to-end processes

• Excellent interpersonal and communication skills with a customer-focused mindset

• Fluent in both English and Spanish (written and verbal) – required

• Ability to collaborate effectively across multiple teams and functions

• Strong written communication skills with the ability to convey information clearly and professionally

• Experience navigating multiple systems and tools efficiently

• Knowledge of freight, small package shipping, and logistics processes is an advantage

• Previous experience in international or cross-border operations is preferred