Customer Service Manager – International Logistics / Export Operations (Bilingual English/Spanish Required) in New Castle, Delaware at Port To Port International Corporation

Port to Port International Corp is seeking an experienced bilingual (English/Spanish) Customer Service Manager to lead and strengthen our Customer Service operations. This position requires a hands-on leader who will manage the team while also actively supporting daily customer communication.

The Customer Service Manager will communicate directly with customers through phone calls, WhatsApp, email, and other communication channels to provide updates, resolve concerns, and ensure a positive customer experience.

The ideal candidate must be fully bilingual in English and Spanish, with strong verbal and written communication skills in both languages. This person must have excellent attention to detail, strong follow-up skills, and the ability to manage high-volume customer interactions in a fast-paced logistics environment.

Responsibilities:
• Lead, coach, and support the Customer Service team to maintain excellent service standards.
• Communicate directly with customers through phone calls, WhatsApp, email, and other communication platforms.
• Ensure timely and professional responses to customer inquiries, requests, and escalations.
• Monitor daily workflow, pending cases, and customer follow-ups.
• Review customer information, shipment details, documentation, payments, and internal records for accuracy.
• Coordinate with Operations, Documentation, Accounting, Sales, and other departments to resolve customer needs.
• Handle escalated customer concerns and provide effective solutions.
• Improve processes, establish procedures, and create accountability within the department.
• Train and develop team members to improve service quality and efficiency.
• Maintain accurate information in company systems and ensure proper communication standards.

Requirements:
• Fully bilingual English/Spanish required (speaking, reading, and writing).
• Previous Customer Service management or supervisory experience required.
• Strong customer communication skills by phone, WhatsApp, and email.
• Experience managing a team, priorities, and daily department operations.
• Strong attention to detail and ability to identify errors or missing information.
• Ability to work under pressure and manage high volumes of communication.
• Strong problem-solving and decision-making skills.
• Experience in logistics, transportation, vehicle export, shipping, or international business strongly preferred.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Voluntary Benefits Available
• Paid Time Off (PTO)
• Paid Holidays
• 401(k) Plan Eligibility
• Opportunity for growth within the company

Salary based on experience and qualifications. Competitive compensation offered for candidates with strong logistics and bilingual customer service experience.