Supply Chain Customer Service Specialist (Mexico)

Job Title: Supply Chain Customer Service Specialist (Mexico)
Location: Guadalajara/CDMX/MANZANILLO/ETC
Reports to: Supply Chain Manager/Customer Service Supervisor
Employment Type: Full-time

Key Responsibilities

1. End-to-End Logistics Tracking & Coordination
   - Monitor real-time shipment status from order confirmation to final delivery, ensuring accurate updates.
   - Collaborate closely with logistics vendors (e.g., carriers, freight forwarders, customs brokers) to resolve delays, customs clearance issues, and other exceptions.
   - Proactively address emergencies (e.g., weather disruptions, customs inspections) with actionable solutions.
2. Customer Communication & Support
   - Provide proactive logistics updates to clients and handle customer inquiries/complaints regarding delivery times, shipment status, and documentation.
   - Assist clients in verifying, amending, or reissuing shipping documents (e.g., B/L, packing lists).
3. Data Management & Analysis
   - Maintain a logistics database and generate periodic reports on delivery performance, incident analysis, and root cause identification.
   - Identify inefficiencies in logistics workflows and propose optimization strategies.
4. Cross-functional Collaboration
   - Work with sales, marketing and warehouse teams to ensure seamless order fulfillment.
   - Support finance in verifying logistics costs and ensuring billing accuracy.

Requirements

1. Essentials
   - Education: Bachelor’s degree in Supply Chain Management, International Trade, Logistics, or related fields.
   - Experience: 1-3 years in supply chain, logistics, or customer service roles. Prior experience in Mexican logistics operations is a plus.
   - Language: Fluent in Spanish and English (written & spoken) for effective local and global communication.
2. Skills & Competencies
   - Strong knowledge of Mexican logistics regulations, customs procedures, and transportation channels (land, sea, air).
   - Proficiency in Microsoft Office Suite (advanced Excel skills including pivot tables and VLOOKUP).
   - Excellent communication and conflict-resolution skills with a customer-centric mindset.
   - Ability to multitask and maintain accuracy in a fast-paced environment.
3. Preferred Qualifications
   - Experience in e-commerce or manufacturing supply chains.

Benefits

1. Competitive salary commensurate with experience (based on local market standards in Mexico).
2. Social insurance and statutory benefits.
3. Annual leave, flexible working arrangements (if applicable).
4. Professional development opportunities.