Customer Service Supervisor Mexico

Customer Service 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, weRise inMotion. Your career is always on the move,growingas fast and as far as your ambition takes you. Join a global team ofnearly 200nationalities, 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: Customer Service Supervisor Mexico

Division: Air and Ocean Transverse

Department: Flow and Performance Monitoring

We are looking for an experienced and dedicated Customer Service Supervisor to join our dynamic team within the Air and Ocean Transverse division. This role is key to ensuring excellent customer service operations, driving team performance, and fostering strong relationships with internal and external clients.

Key Responsibilities

• Lead and supervise a team primarily composed of operators and administrators, overseeing recruitment, training, performance evaluations, compensation recommendations, and performance management to maintain an engaged and high-performing workforce.
• Manage and review various service-related documentation and databases, including quotations, order tracking, delivery monitoring, and invoicing processes to ensure accuracy and timely processing.
• Provide both fundamental and in-depth analyses of customer service operations. This includes assessing success rates, problem resolution efficiency, resource requirements, billing accuracy, and related service areas to support continuous improvement initiatives.
• Establish and nurture effective working relationships with both internal teams and external customers. Identify opportunities, resolve issues promptly, and tailor services according to company policies, programs, and best practices. Take the lead in implementing and driving standard or large-scale operational changes.
• Respond adeptly to customer inquiries regarding procedures, shipping details, invoices, and payments. Ensure that appropriate rates are applied and support issue resolution processes. Collect customer feedback and coordinate internal resources to address concerns effectively.
• Continuously analyze and review service operations, outcomes, feedback, and related data. Utilize this information to detect trends, draw conclusions, and present actionable findings, proposals, and recommendations to senior management.
• Maintain rigorous accuracy and compliance in customer service documentation, from standard to highly complex cases, through audits, consultations, and operational reviews. Collaborate with cross-functional teams to resolve discrepancies efficiently.
• Support the development and execution of customer service objectives, multi-functional projects, and programs encompassing budgeting, timelines, materials, team staffing, and other project requirements. Present updates and results to management and manage moderate scope areas with defined responsibilities.
• Ensure adherence to departmental policies, procedures, and relevant legal, regulatory, and company standards. Assist in interpreting and applying these rules to guarantee compliance and effective operational controls, seeking guidance as needed.

Additional Role Insights

This role demands strong leadership capabilities and a comprehensive understanding of customer service workflows within logistics and supply chain management. You will play a pivotal part in shaping the customer experience by leading your team to deliver exceptional service while managing resources prudently. Your analytical skills will be essential in driving service enhancements and operational efficiencies.

You will be regularly liaising with various stakeholders, including clients and internal departments such as sales, finance, and operations, to ensure seamless service delivery. Your ability to communicate clearly and collaboratively will enhance problem-solving and build trust across relationships.

Ideal Candidate Profile

• Demonstrated experience supervising teams in customer service or logistics environments, with a proven track record in hiring, developing talent, and managing performance.
• Strong analytical and problem-solving skills, capable of interpreting complex data and converting it into meaningful actions.
• Exceptional organisational skills with the ability to manage multiple priorities and projects effectively within stipulated timelines.
• Excellent interpersonal and communication skills, comfortable engaging with diverse clients and internal stakeholders at different levels.
• Sound knowledge of customer service procedures, billing, shipping documentation, and relevant compliance regulations.
• Proactive mindset with a commitment to continuous improvement and customer satisfaction.
• Fluent proficiency in Spanish and English to support comprehensive communication across all levels and functions.

Why Join Us?

CEVA A&O Mexico is committed to fostering an inclusive and supportive work environment where every team member can thrive and contribute to our shared success. We provide opportunities for professional growth, collaborative teamwork, and exposure to a global logistics network. By joining us, you will be part of an innovative company dedicated to delivering excellent customer service and driving positive change in the transportation industry.

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.