Customer Service Representative II

We are seeking a dedicated Customer Service Representative II to join CEVA Air and Ocean Transverse division, based in Mexico City, Alcaldía Benito Juárez. In this role, you will play a vital part in ensuring our customers receive timely, high-quality service across multi-product logistics operations. You will act as a key liaison between customers, operations, and other internal teams, contributing to the seamless execution of international shipping processes.

Position Overview

We are seeking a dedicated Customer Service Representative II to join CEVA Air and Ocean Transverse division, based in Mexico City, Alcaldía Benito Juárez. In this role, you will play a vital part in ensuring our customers receive timely, high-quality service across multi-product logistics operations. You will act as a key liaison between customers, operations, and other internal teams, contributing to the seamless execution of international shipping processes.

Key Responsibilities

• Coordinate shipment activation procedures, ensuring all necessary steps are completed efficiently and accurately.
• Perform diligent follow-up on pre-alerts with origin points to anticipate and mitigate potential delays or deviations.
• Notify Operations (OPS) teams promptly upon shipment arrival to facilitate smooth transitions and on-time deliveries.
• Review and verify quotations and charges at origin and destination to maintain financial accuracy and transparency.
• Prepare and send clear instruction letters to Operations utilizing internal company tools, enabling streamlined workflows.
• Compile and present monthly and quarterly Key Performance Indicator (KPI) reports within the first ten days of each month, supporting performance tracking and decision-making.
• Distribute timely market updates and forecasts, coordinating allocation planning to meet customer and operational demands.
• Engage in client visits alongside the commercial team to foster strong relationships and identify service improvement opportunities.
• Identify, recommend, and implement process improvements aimed at enhancing customer satisfaction and operational effectiveness.
• Support the development of new shipping lanes, expanding service offerings and meeting evolving customer needs.
• Monitor and manage claim follow-ups, ensuring swift resolution of issues and maintaining customer trust.
• Handle escalation issues professionally, collaborating with relevant departments to resolve complex challenges promptly.
• Develop a thorough understanding of rate cards and tariffs to assist in accurate pricing, quotations, and contract negotiations.
• Recognise and address specific customer requirements such as Dangerous Goods Declarations (DGD) workshops, packaging standards, cubing measurements, and compliance with the Second Rule, enhancing tailored service delivery.
• Participate in quarterly contract reviews with shipping lines via Operations, supporting competitive and compliant service agreements.
• Create spot rates and assist in selling awarded services to customers, contributing to sales and revenue growth.
• Manage and monitor customer rebates to ensure correct application and client satisfaction.
• Maintain and update Standard Operating Procedures (SOPs) to reflect current best practices and compliance standards.
• Leverage CEVA’s operating systems to automate customer reporting, enhancing accuracy and efficiency in data delivery.
• Understand and respond to customer needs related to events, data quality, and reporting requirements, providing proactive solutions.

Candidate Profile and Requirements

• Bachelor’s degree in Foreign Trade, International Relations, International Business, or relevant fields providing a solid foundation in international commerce.
• A minimum of 3 years’ experience in the logistics sector, with demonstrated knowledge of maritime, air, and ground transport modalities.
• Proficient English language skills at intermediate to advanced level, enabling effective communication with international stakeholders.
• Strong analytical and problem-solving skills, allowing effective handling of complex operational issues.
• Excellent communication skills, both written and verbal, to negotiate, report, and liaise clearly across diverse teams.
• Demonstrated ability to work collaboratively within teams, fostering a positive and productive work environment.
• Resilience and adaptability to manage the dynamic demands of the logistics industry.
• Highly organised with a responsible approach to managing multiple tasks and deadlines.
• Emotional intelligence to understand and effectively respond to customer and team dynamics.

Why Join CEVA?

CEVA is a leader in supply chain solutions, committed to delivering excellence and innovation. Joining our team means you will be part of a global network driving operational efficiency and superior customer experiences. We value diversity, encourage continuous learning, and provide opportunities for professional growth in a supportive and inclusive environment. Be a part of a company where your expertise will contribute to shaping the future of international logistics services.

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, the 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.