Customer Service Professional 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 well on our way to achieving our vision: 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, encourages boldness and exemplarity, and is committed to excellence in everything we do. Join us in our mission to shape the future of global logistics as we become a global leader in the logistics industry. As we continue growing at a fast pace, will you “Dare to Grow” with us?

Position Overview

We are looking for a committed and skilled Customer Service Professional to join the Air and Ocean Transverse division at CEVA Mexico,  with the contract location based in Juarez City, Chihuahua. This vital role actively supports operations and forms a key link in delivering exceptional customer service within multi-product logistics, ensuring smooth and efficient international shipping processes.

As a Customer Service Professional, you will be integral to our efforts in coordinating shipments, liaising with operational teams, and maintaining proactive communication with clients to enhance their experience and satisfaction. This role requires a professional who thrives in a dynamic logistics environment, values collaboration, and demonstrates strong attention to detail.

Key Responsibilities

• Efficiently manage shipment activation procedures, ensuring all operational steps are accurate and timely to avoid delays.
• Conduct thorough follow-ups on pre-alerts from origin locations to anticipate any potential disruptions and inform concerned parties promptly.
• Communicate timely shipment arrivals to Operations teams facilitating seamless transitions and ensuring on-schedule deliveries.
• Verify and review quotations and financial charges at both origin and destination points, upholding financial accuracy and transparency.
• Prepare and dispatch clear and detailed instruction letters to Operations using internal company systems, streamlining workflow processes.
• Compile comprehensive monthly and quarterly Key Performance Indicator (KPI) reports within the first ten days of each month, supporting performance assessment and strategic planning.
• Distribute current market updates and forecasts, coordinating shipment allocations to meet both customer requirements and operational capabilities.
• Engage in customer visits alongside commercial teams to build strong relationships, address needs directly, and identify continuous service improvements.
• Identify opportunities for process optimizations to elevate customer satisfaction and operational efficiency, implementing solutions as appropriate.
• Support the exploration and development of new shipping lanes and logistics options to expand CEVA's service offerings and address emerging customer demands.
• Monitor and manage claim processes, coordinating swift resolutions to uphold customer trust and service quality.
• Handle complex escalation issues with professionalism, collaborating across departments to find effective solutions promptly.
• Develop and maintain deep knowledge of rate cards and tariffs, assisting in accurate pricing, quotation preparation, and contract negotiations.
• Understand and respond to specific customer needs such as Dangerous Goods Declarations (DGD) workshops, packaging standards, cubing measurements, and compliance with regulatory requirements (Second Rule).
• Participate in quarterly contract reviews with shipping lines through Operations, ensuring competitive and compliant agreements.
• Create spot rates and assist in promoting and selling awarded logistics services to customers, contributing to sales development.
• Oversee customer rebate management to guarantee accurate application and enhance client satisfaction.
• Maintain and update Standard Operating Procedures (SOPs) to reflect the latest best practices and compliance standards.
• Leverage CEVA’s operating systems to automate and improve the accuracy and timeliness of customer reporting.
• Anticipate and respond to customer requirements regarding events, data quality, and reporting needs with proactive and tailored solutions.

Candidate Profile and Requirements

• Bachelor’s degree in Foreign Trade, International Relations, International Business, or related fields that provide a solid foundation in international commerce and logistics.
• At least 3 years of experience within the logistics sector, demonstrating comprehensive knowledge of maritime, air, and ground transport modalities.
• Intermediate to advanced proficiency in English to effectively communicate with global customers and partners.
• Strong analytical and problem-solving capabilities to navigate complex logistical and operational challenges.
• Excellent written and verbal communication skills, with a proven ability to negotiate, report, and coordinate across diverse teams.
• Demonstrated teamwork skills with a positive attitude to support a collaborative and productive work environment.
• Adaptability and resilience to manage the fluctuating demands and challenges typical of the logistics industry.
• Highly organised, able to manage multiple tasks and meet deadlines reliably with a responsible approach.
• High emotional intelligence to understand customer dynamics and effectively manage relationships with clients and internal teams alike.

Why Join CEVA?

CEVA is a globally recognised leader in supply chain solutions, committed to excellence and innovation. By joining our team, you will become part of an international network dedicated to optimising supply chains and delivering outstanding customer service. We place great emphasis on diversity and inclusivity, fostering an environment where ongoing learning and professional growth are prioritised.

At CEVA, your expertise will directly contribute to transforming the future of international logistics, supported by a culture that values collaboration, transparency, and customer focus. We offer a workplace where your contribution has impact and you can build a rewarding career with opportunity for advancement.

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 unfamili