Customer Service Supervisor CL

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 seeking a dedicated and experienced Customer Service Supervisor to join our Warehouse Operations team at CEVA FM Mexico, based in Cuautitlan Izcalli. This pivotal role within our Logistics Operations division is integral to ensuring the highest standards of customer satisfaction and operational efficiency.

As the Customer Service Supervisor, you will lead and coordinate the Customer Success team with a strong focus on delivering exceptional service to our valued customers. Your leadership will empower the team to manage and resolve customer requests promptly while building and nurturing lasting relationships with our clients.

Key Responsibilities:

• Coordination of Monthly Business Reviews (MBRs): Organise and oversee MBR meetings to analyse performance metrics, customer feedback, and operational challenges to continuously improve service delivery.
• Customer Request Follow-up: Ensure timely and accurate responses to all customer inquiries and service requests, maintaining proactive communication throughout the resolution process.
• Customer Relationship Management: Foster strong, trust-based relationships with CEVA clients to support client retention and growth initiatives, acting as a primary point of contact for escalations when necessary.
• Contract Compliance Monitoring: Track and ensure adherence to contractual obligations, collaborating with cross-functional teams to meet service level agreements and operational commitments.
• Team Leadership and Development: Mentor and support the Customer Success team, promoting a culture of continuous learning, accountability, and excellence in customer service.
• Performance Management: Establish clear performance goals, provide constructive feedback, and conduct regular evaluations to ensure team members achieve individual and collective objectives.
• Collaboration: Work closely with warehouse operations and other departments to streamline processes and resolve any issues impacting customer satisfaction and operational flow.
• Reporting: Prepare and present detailed reports on team performance, customer satisfaction, and improvement initiatives to senior management.

About You:

We value candidates who are proactive problem-solvers with excellent communication skills and a customer-centric mindset. You bring leadership experience within logistics or customer service environments and demonstrate the ability to manage multiple priorities effectively. Familiarity with warehouse operations and contract management is beneficial.

Why Join CEVA FM Mexico?

CEVA FM Mexico is committed to creating an inclusive and engaging workplace where every team member can thrive. We offer opportunities for professional growth and development within a global logistics leader. By joining us, you will be part of a dynamic team dedicated to operational excellence and superior customer experience in the logistics industry.

If you are passionate about leading teams to deliver outstanding customer service and have the skills to ensure customer success in a fast-paced logistics environment, we encourage you to apply for this rewarding opportunity.

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.