Position Summary Reporting directly to the Head of Operations, the Customer Service Director will develop and execute a comprehensive customer service strategy to enhance Primo’s service proposition. This role involves leading a high-performing, multi-channel customer service team, driving continuous improvement, and optimizing customer experiences across various touchpoints. The ideal candidate will ensure operational efficiency, maximize customer satisfaction, and align service delivery with organizational objectives. This position requires strong leadership, commercial acumen, and a commitment to delivering outstanding customer experiences. The primary challenge is to elevate our market competitiveness through exceptional customer service, leveraging it as a key driver for client retention and differentiation in the market Top Tasks & Responsibilities: 1. Customer Service Strategy Development: Define, develop, and implement a comprehensive strategy for Primo’s Customer Service, ensuring differentiation through service excellence across all modes and channels (traditional and digital). 2. Team Leadership & Development: Lead, motivate, and manage a high-performing Customer Service team across all modes. Foster a culture of continuous improvement and change management within the team. 3. Customer Experience Optimization: Drive the customer experience through the development and implementation of processes that ensure customer satisfaction, retention, and a seamless journey across all touchpoints. 4. Cross-Functional Collaboration: Work closely with other departments (e.g., Sales, Operations) to streamline processes and ensure consistent messaging, addressing gaps and driving improvements in the overall customer experience. 5. Performance Monitoring & Reporting: Set and monitor key performance indicators (KPIs) to track customer satisfaction, identify trends, and provide data-driven insights for decision-making. Ensure that performance targets are met, and customer issues are addressed promptly. 6. Problem Resolution & Customer Retention: Develop and execute action plans to resolve customer complaints and inquiries, ensuring effective solutions are implemented promptly to maintain high satisfaction levels. 7. Leadership & Motivation: Inspire the customer service team to uphold the highest standards of service, fostering a culture of trust, adaptability, and resilience. 8. Commercial Acumen & Value Creation: Leverage a strong understanding of the commercial landscape to drive revenue through customer service, identifying opportunities for value-added services that improve customer experience and contribute to the company’s growth. 9. Change Management: Be the change leader in the customer service environment, driving transformation initiatives to improve operational effectiveness and customer satisfaction. 10. Operational Efficiency & Budget Management: Oversee budgetary control for the customer service department and work closely with operational leaders to ensure efficient processes and resource allocation while optimizing costs.

Required Skills and Experience: · 7+ years of experience in customer experience management, with at least 5 years in a leadership role · Strong understanding of CRM systems, support technologies, and AI applications in customer service · Excellence in data analysis and performance metrics · Outstanding communication and interpersonal skills · Strong organizational skills and attention to detail · Proficiency in project management and strategic planning · Experience with customer journey mapping and process optimization · Strong leadership and people management skills, with the ability to empower and motivate teams. · Strategic thinker to drive customer satisfaction in a competitive market. · Expertise in Brokers desirable. · Ability to analyze data, monitor KPIs, and use insights to influence decision-making. · Proven experience in handling complex customer service challenges and driving change initiatives. · Commercial awareness and ability to create long-term success in a dynamic, fast-paced environment. · Excellent communication, interpersonal, and cross-functional collaboration skills. Education · Bachelor’s Degree in a relevant field such as Business Administration, Engineering, Computer Science, Operations Management, transportation management, logistics, Supply Chain Management or related field. · Desired Certifications: Experience and certification is desired in one of the following or similar. o Project Management Professional (PMP) o Certified ScrumMaster (CSM) or Certified Agile Project Manager o Process Improvement and Operational Excellence Certifications o Design Thinking o Six Sigma (Green Belt, Black Belt) or Lean Management Certification o Certified Business Process Professional (CBPP) o Certifications in AI, Blockchain, or IoT o Certified Supply Chain Professional (CSCP) · Languages: o Native or advanced English is required. o Native or advanced Spanish is required.