Logistics Services (Panama)Customer Service Manager
May. 2012 - Jan. 2014Colon Free Zone, Republic of Panama- Manage and ensure an effective business relationship between the organization and clients global portfolio, including all operational processes, contract KPI´s, SLA´s, billing and service capabilities function effectively and efficiently. Responsible for seven direct reports. - Created standards to maintain an effective operational results communications in all accounts between client and customer service representative through regular monthly conference calls, creating actions plans and timelines when required in order to elevate customer satisfaction.
- Manage all external communications to client’s portfolio (daily reports, perfomance metrics results, business continuity, operational action plans, monthly KPI's conference meetings). - Import and export digital documents project in portal web to easy 24/7 access from Warehouse Management System (WMS). Electronic documents included commercial invoice, packing list, electronic trade declaration movement (DMCE), bill of lading (BL), inbound and outbound container loading and unloading profile pictures sequence (including date/time for effective seal traceability). - Request for proposal/quotation (RFP/RFQ) process participation for different multinational potential clients, this included adherence to document details, presentations and visits with GM. - Effective implementation of new accounts, merging client key contacts with internal processes and team members from different areas including administration, legal, operations, customer service and strategic business partners when required.