Customer Service Senior Supervisor 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.

At CEVA Logistics, we Rise in Motion.  Your career is always on the move, growing as fast and as far as your ambition takes you. Join a global team of nearly 200 nationalities, shaping the future of global trade, moving essential goods, forging new paths, and pushing boundaries to serve an ever-changing world. The pace is fast, the challenges are real, but the rewards are greater: growth, purpose, and the chance to make a meaningful impact. This is more than a job. It’s a journey on which you rise. 

Position Overview:
The Customer Service Senior Supervisor Mexico, plays a pivotal role within the Air and Ocean Transverse Division. This leadership position is responsible for steering the customer service strategy to ensure operational excellence and maximise customer satisfaction. Positioned within the Flow and Performance Monitoring Department, the role demands a highly skilled and motivated professional to lead a team focused on delivering specialised logistics solutions tailored to key customer accounts.

Key Responsibilities:

• Customer Service Leadership:
  Lead, mentor, and develop a team of Customer Service Specialists (CSS), ensuring they have the skills and knowledge necessary to effectively manage customer accounts and operational processes. Actively assign CSS roles based on individual expertise and customer requirements to optimise team performance. Establish personal development plans aimed at enhancing individual capabilities within the team.
• Implement and maintain robust Standard Operating Procedures (SOPs) to guarantee service consistency and quality across all customer interactions.
• Monitor, analyse, and report on key performance indicators (KPIs) related to team productivity, quality of service, and customer satisfaction. Use these insights to drive continuous improvement initiatives within the department.
• Oversee resolution of operational escalations related to shipment execution, providing timely guidance and support to frontline staff to uphold service standards.
• Ensure accurate and timely completion of the billing process for customer services, maintaining alignment with company policies and customer agreements.
• Customer Retention and Business Growth:
  Collaborate closely with the Pricing team to negotiate competitive rates and secure high-quality service from suppliers, thereby enhancing overall customer value.
• Support and guide the Customer Service team in identifying and pursuing opportunities for business growth within existing customer portfolios by understanding and anticipating customer-specific needs and objectives.
• Foster long-lasting customer relationships by promoting trust and delivering customised logistics solutions that meet evolving client demands, contributing to retention and expansion of business accounts.

Qualifications and Experience:

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration, International Trade, or a related discipline.
• Proven experience leading Customer Service teams within the freight forwarding and logistics industry, demonstrating strong leadership and people management capabilities.
• Excellent communication and problem-solving skills, with a customer-focused approach to relationship management.
• Extensive knowledge of logistics operations, including general freight forwarding, diverse cargo types (such as General Cargo, Dangerous Goods, Temperature-Controlled Cargo), and transportation timelines from door-to-door, ports, and final destinations.
• In-depth understanding of critical freight transport components such as major global ports, trade lanes, ground transportation routes, and international border protocols.
• Competence in international trade compliance and regulations, including a thorough grasp of Incoterms, customs clearance procedures, and national/international freight transportation laws.
• Strong grasp of import and export documentation processes, with clear awareness of the company’s operational scope and responsibilities towards customers and global network partners.
• Experience in developing, monitoring, and analysing KPIs with a focus on operational reporting and service performance measurement.
• Technical proficiency in freight weight and volume calculations (cubage) and operational performance analysis tools.

What We Offer:
Joining CEVA Mexico means being part of a global leader in logistics with an inclusive culture that values innovation and continuous learning. The role offers opportunities to contribute meaningfully to business growth, enhance leadership skills, and collaborate with multidisciplinary teams in a dynamic environment. Our commitment to your professional development includes coaching, training programs, and career advancement pathways.

Work Environment and Culture:
We pride ourselves on fostering a collaborative, diverse, and supportive workplace that encourages creativity, ideas-sharing, and respect for all employees and customers alike. Our environment values the unique perspectives every individual brings, promoting equity and equal opportunity across all levels of the organisation.

Location:
This position is based in the Mexico City, providing the chance to work in a vibrant city known for its logistics and commercial activities. The role may involve occasional travel within regional hubs to support operations and customer engagements.

If you are a proactive leader with a passion for delivering exceptional customer service and driving operational excellence in a complex logistics environment, we encourage you to apply and join our team at CEVA Mexico.

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.