Responsable de atención al cliente

About the role 🚀

You will join one of Bigblue warehouse and work on-site daily.

In a context of strong growth and a demanding environment, we are looking for a Responsable de atención al cliente / Warehouse Success who will serve as a key link between the warehouse, quality standards, and operational performance. The goal is to ensure reliable, smooth, and compliant execution, serving our customers and teams.

Location of the role: Marchamalo, Guadalajara

Increase customer satisfaction

• Respond to customer requests, advise them, and ensure high-quality follow-up
• Manage escalations (proactive & reactive) and coordinate internal stakeholders
• Ensure end-to-end resolution (analysis, action plan, communication, closure)
• Ensure compliance with contractual commitments (SLAs) and KPIs
• Monitor billing items (verification, consistency, handling discrepancies) in collaboration with the relevant teams.

Support portfolio growth

• Contribute to the portfolio’s business development (opportunities, needs, projects) in close collaboration with Account Management
• Collect and share forecasts (orders, deliveries, peak activity periods) to anticipate workload and coordinate with the site
• Assess the operational feasibility of custom requests and help prepare quotes
• Proactively propose suitable solutions (processes, packaging, cut-offs, options, etc.).

Continuous improvement & management

• Monitor customer metrics and identify potential risks early on
• Prepare and participate in steering committee meetings (activity updates, improvement plans, projects)
• Implement proactive communication (operational updates, recommendations, incident prevention)
• Contribute to improving on-site routines and processes (quality, timelines, customer experience)

Desired Profile 🙌

• +2 years of experience in a customer-facing role (customer service, account management, operations, coordination, etc.).
• Fluency in English 🇬🇧
• Excellent organizational and prioritization skills (handling multiple tasks, managing emergencies).
• Excellent interpersonal skills, solution-oriented approach
• Ability to learn quickly
• Strong customer focus
• Hands-on approach to act quickly and understand operational issues
• Proficient with tools (Excel/Google Sheets; WMS is appreciate) and tracking metrics/KPIs
• Passion for continuous improvement and problem-solving
• Experience in logistics, e-commerce, or operations is appreciate

• 💼 A high-impact role: an incredible opportunity to learn quickly in a rapidly growing environment
• 💙 A company led by its founders, with an innovative and supportive culture.
• 🚀 A rapidly expanding company: join a well-funded company where your work will yield immediate and visible results.
• 🌍 International environment: work closely with headquarters teams in an international setting
• 🕗 Flexible daytime hours
• 💰Annual bonus tied to individual performance
• 🩺 Health and life insurance coverage

Regardless of sex, gender identity, sexual orientation, race, color, religion, origin, disability, age… At Bigblue, we create equal opportunities for all and make our culture as inclusive as possible. Because we believe that challenging assumptions and embracing diversity in experiences and backgrounds is what makes us stronger.

Because what we value first and foremost are curiosity and growth-driven minds. So, regardless of who you are and how many “boxes” you tick on the job description, if you have the energy and passion to help shape Bigblue’s entrepreneurial adventure, APPLY.