Customer Servie Supervisor

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 1,300 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?

Requirements We Are Looking For:

• Bachelor's degree completed in International Relations, Business Administration, Logistics, International Trade, or a related field .
• 3 to 5 years of experience in 3PL logistics operations, customer service, or account management (such as DHL, Kuehne+Nagel, Kerry Logistics, DB Schenker, DSV, or similar).
• Strong knowledge of IMMEX operations, Annex 24, invoicing, and customs processes , ensuring regulatory compliance and operational excellence.
• Experience leading teams of 5 to 10 employees .
• Advanced English proficiency to interact with customers, suppliers, and global teams.
• Strong analytical skills to develop and monitor KPIs (e.g., billing cycle time, customer satisfaction).
• Work location: Apodaca, Nuevo León (near Monterrey International Airport).

Key Competencies:

• Leadership and team development.
• Customer-oriented mindset.
• Analytical thinking.
• Problem-solving skills.
• Planning and organizational skills.
• Effective communication.
• Decision-making skills.
• Results-driven mindset and commitment to continuous improvement.

Main Responsibilities:

• Lead, develop, and supervise the Customer Service team, fostering a high-performance culture through recruitment, training, coaching, continuous evaluation, and professional development plans.
• Ensure the efficient execution of customer service processes, including the proper management of quotations, order tracking, deliveries, invoicing, and issue resolution, while maintaining high standards of quality and service.
• Monitor and analyze key performance indicators (KPIs) related to customer service, service levels, response times, case resolution, and productivity, identifying opportunities for improvement and resource optimization.
• Build strong relationships with internal and external customers, serving as an escalation point for critical issue resolution and promoting an exceptional customer experience.
• Ensure timely and effective responses to inquiries related to orders, shipments, invoicing, rates, and operational processes, coordinating with relevant departments to deliver prompt and satisfactory solutions.
• Analyze trends, operational metrics, and customer feedback to generate strategic recommendations that contribute to continuous process improvement and increased customer satisfaction.
• Oversee the quality and accuracy of operational and administrative documentation, conducting regular audits and reviews to ensure compliance with company policies, procedures, and internal controls.
• Lead continuous improvement projects and initiatives focused on process optimization, operational efficiency, customer experience, and business objective achievement.
• Manage team resources, priorities, and workloads to ensure compliance with committed service levels and organizational goals.
• Present results, analyses, and action plans to management, supporting decision-making through reliable, business-oriented information.

Why Join CEVA Logistics?

At CEVA Logistics, we believe safety and quality are fundamental to everything we do. We offer an inclusive and collaborative work environment, continuous development opportunities, and the chance to contribute to world-class supply chain operations while growing your career within a global logistics leader.

If you're passionate about safety, quality, compliance, and continuous improvement, we encourage you to apply and become part of the CEVA Logistics team.