Act as the focal point between customers and internal departments of the logistics company, ensuring excellence in customer service, adherence to response and resolution SLAs, and efficient management of complaint indicators, thereby contributing to continuous improvement of the customer experience. * Serve as the direct interface between customers, operations, transportation, commercial, and support departments. * Receive, register, track, and resolve customer requests, complaints, and inquiries. * Monitor and ensure compliance with customer service and response SLAs, escalating critical cases when necessary. * Analyze customer service indicators (e.g., complaint volume, average response time, first-contact resolution rate, NPS, recurrence rate). * Prepare managerial reports and dashboards featuring root-cause analysis and action plans. * Proactively identify operational failures impacting the customer experience. * Support internal and external audits related to customer service and quality. * Ensure clear, empathetic, and professional communication with customers, even during crisis situations. * Contribute to process standardization and continuous improvement of customer service.