Customer Success Manager Mexico

CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world. Present in 170+ countries and with more than 110,000 employees spread over 1,500 sites, we are proud to be a Top 5 global 3PL.

We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement.

DARE TO GROW! Join CEVA Logistics, and you will be part of a team that values imagination and continued learning and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics. As we continue growing at a fast pace, will you “Dare to Grow” with us?

We are looking for a highly motivated and experienced Customer Service Manager to join our dynamic team at CEVA FM Mexico. This role is situated within the Core Transversal Functions division, specifically under the Contract Optimization department, and plays a pivotal part in enhancing the customer journey and ensuring an exceptional level of service delivery to our clients throughout Mexico.

As a Customer Service Manager, you will serve as the primary liaison between CEVA FM Mexico and our valued customers. You will be tasked with nurturing strong partnerships, understanding client business needs in depth, and proactively resolving issues to guarantee satisfaction and loyalty. Your leadership in overseeing contract adherence and optimization will be crucial in maintaining and improving service quality standards.

Key Responsibilities

• Develop and maintain robust customer relationships by deeply understanding their operational challenges and business objectives, ensuring solutions are aligned with their expectations.
• Collaborate effectively with the Contract Optimization team and other internal stakeholders to identify and implement enhancements that optimize contract performance and elevate service DELIVERY.
• Act as the customer's advocate within CEVA FM Mexico, coordinating quickly and efficiently across cross-functional teams to resolve escalations and mitigate risks.
• Monitor and analyse key performance indicators (KPIs), customer feedback, and market trends to drive continuous improvement initiatives that enhance client satisfaction and operational efficiency.
• Support contract negotiation processes and renewals by offering valuable customer insights, contributing to mutually beneficial outcomes.
• Lead scheduled and ad hoc review meetings with clients to present detailed performance reports, discuss challenges, and develop tailored strategic action plans to strengthen long-term partnerships.
• Promote and uphold CEVA's core values including integrity, teamwork, and excellence during all client and internal interactions.
• Ensure compliance with company policies, contractual obligations, and relevant regulations to safeguard both the company's and clients' interests.

Qualifications and Skills

• Demonstrated experience in customer service, account management, or customer success roles, preferably within the logistics, supply chain, or facilities management sectors.
• Outstanding communication and interpersonal skills, adept at building trust-based relationships with a diverse range of clients and colleagues.
• Strong analytical and problem-solving capabilities, with proficiency in interpreting contract details, performance metrics, and customer data to inform strategic decisions.
• Proven ability to manage competing priorities effectively in a fast-paced, evolving environment, maintaining attention to detail and meeting deadlines consistently.
• Proactive mindset focused on resolving challenges efficiently to foster positive customer experiences and long-term retention.
• Fluent command of both English and Spanish languages, written and spoken, to facilitate seamless communication within local and global teams.
• Familiarity with contract management systems and tools is advantageous, enabling streamlined workflow and documentation accuracy.

About CEVA FM Mexico

CEVA FM Mexico is a prominent leader in the facilities management and logistics industry, known for delivering customised solutions that meet the evolving needs of clients across the region. Our Core Transversal Functions division supports sustainable operational excellence by championing strategic initiatives and cross-departmental collaboration. Joining CEVA means becoming part of an inclusive and innovation-driven culture that values each colleague's contribution and promotes continuous professional development.

Why Join Us?

• Take on a key role that directly impacts customer satisfaction and the company's overall business success.
• Collaborate with a diverse and dedicated team committed to high standards and continuous improvement.
• Benefit from structured professional development programmes and clear paths for career advancement within a global organisation.
• Enjoy a supportive, inclusive, and modern working environment at our Apodaca-Lenovo location.

If you are passionate about delivering exceptional customer service and eager to contribute your expertise to a global organisation, we invite you to apply for the role of Customer Service Manager at CEVA FM Mexico. This position offers a rewarding opportunity to make a tangible difference and grow professionally within a collaborative and forward-thinking company.

As a global organization, and as part of the CMA CGM Group, diversity is critical to our business success; only when we can reflect the cultures, languages, behaviors and local knowledge of our customers, we can succeed. By employing people with different experiences and abilities, we expand our knowledge and increase our creativity and innovation. 

Please note:  Legitimate CEVA Logistics recruitment processes include communication with candidates through recognized professional networks, such as LinkedIn or via an official company email address: firstname.lastname@cevalogistics.com. We recommend that you do not respond to unsolicited business propositions and/or offers from people with whom you are unfamiliar.