National Customer Service Manager

CMA CGM; Mississauga; On-site; CAD 80,000 - 95,000; Full time

Job summary

A leading logistics company is seeking a skilled Customer Service Manager to lead and manage their national Ground Customer Service function in Mississauga, Canada. This role focuses on ensuring high-quality customer experience while developing team strategies and overseeing performance metrics. Candidates should possess significant experience in customer service management, along with strong leadership and analytical skills. The company offers competitive compensation and a supportive, inclusive work environment.

Benefits

Competitive Paid Time Off

401(k)

Health insurance

Employee benefits platform

Qualifications

• Minimum 5 years related experience required.
• Minimum 3 years supervisory or management experience necessary.
• Must be proficient with CRM tools and service platforms.

Responsibilities

• Lead and manage the national Ground Customer Service function.
• Oversee staff development and conduct annual performance reviews.
• Monitor and report on customer service performance metrics to senior leadership.

Skills

Leadership

Communication

Problem-solving

Data analysis

Budget management

Interpersonal skills

Education

Bachelor’s degree in Business, Supply Chain, Logistics, or related field

Tools

Salesforce

Zendesk

Microsoft Office

Job description

CEVA Logistics is one of the leading logistics companies globally, with over 1,500 facilities in more than 170 countries offering a complete range of contract logistics, freight forwarding, transportation and distribution management services. It offers supply chain support, along with logistics consultation, industry specific customization, global level freight management and system implementation.
At CEVA, we put people first and we strive for better ways in everything we do; our culture is embodied by Boldness, Imagination, Exemplary and Excellence. With these values at the core of our business, our workplace employs 110,000 diverse, cohesive team members who hold each other accountable and encourage each other to create a safe, and inclusive work environment.

YOUR ROLE

Responsible for leading and managing national Ground Customer Service function, ensuring consistent, high-quality customer experience across all regions of the country. This role is accountable for customer satisfaction, service performance, escalation management, and continuous improvement of customer-facing processes. The Customer Service Manager sets the service standard, develops the team, and ensures customer commitments, SLAs, and communication expectations are met. Models and acts in accordance with our guiding principles and core values.

WHAT ARE YOU GOING TO DO?

• Own and curate the end-to-end customer experience for ground transportation services
• Develop and execute national customer service strategies aligned with business objectives.
• Oversee staff development, conduct annual performance reviews, and address performance issues in accordance with policies.
• Analyze customer feedback and KPI trends (e.g., CSAT, FCR, resolution time) to identify root causes and implement continuous improvement initiatives.
• Serve as escalation point for complex customer issues and manage resolution in collaboration with cross-functional teams (sales, logistics, operations).
• Monitor and report on customer service performance metrics to senior leadership.
• Manage budgets, forecast demand, and control expenses.
• Coordinate with operations teams to resolve systemic issues.
• Ensure accurate and timely data and recordkeeping.
• Perform other duties as required.

WHAT ARE WE LOOKING FOR?

Education and Experience:

• Bachelor’s degree in Business, Supply Chain, Logistics, or related field highly preferred
• Minimum 5 years related experience.
• Minimum 3 years supervisory or management experience.
• Proficient with CRM tools and service platforms (e.g., Salesforce, Zendesk).
• Strong ability to interpret data—KPIs, CSAT, FCR—and translate into action.

Preferred:

• Minimum 4 years’ industry experience
• 5–7+ years in customer service management, preferably with logistics, transportation, or supply chain exposure
• Proven track record in multi-site team leadership and complex escalation management.

Skills:

• Exceptional leadership, communication, and interpersonal abilities
• Advanced problem-solving, conflict resolution, and crisis management skills
• Strategic mindset with ability to lead change and leverage technology
• Budget management experience and cost-control acumen
• Knowledge of logistics operations including scheduling, routing, freight, and warehousing
• Ability to read, analyze, and interpret business publications, technical procedures, and regulations; capable of writing reports, business correspondence, and procedure manuals
• Strong understanding of company products, services, and operational requirements of existing accounts
• Financial management skills including purchasing, budget preparation, review, and expense monitoring
• Proficiency in Microsoft Office and job-specific software; accurate typing and data entry skills
• Ability to communicate effectively with diverse teams and present information clearly to management, employees, and vendors
• Customer-focused approach with ability to build and sustain productive relationships
• Analytical skills to identify issues, compare data, and develop solutions that gain stakeholder support
• Demonstrated ability to influence departments, manage change, and delegate effectively
• Strong organizational skills to plan, prioritize, and manage multiple projects
• Basic knowledge of project management methodologies
• Ability to maintain performance under pressure and handle stress professionally
• Team-building skills with collaborative approach to achieving goals
• Must be able to read, write, and speak English fluently

WHAT DO WE HAVE TO OFFER?

With a genuine culture of recognition, we want our employees to grow, develop and be part of our journey. We offer a benefits package with a focus on your wellbeing. This includes competitive Paid Time Off, 401(k), health insurance and an employee benefits platform that offers discounts on gym memberships and a diverse range of retail, travel, car and hospitality brands, including important offerings like pet insurance.

We are a team in every sense, and we support each other and work collaboratively to achieve our goals together. It is our goal that you will be compensated for your hard work and commitment, so if you’d like to work for one of the top Logistics providers in the world then let’s work together to help you find your new role.

ABOUT TOMORROW

We value your professional and personal growth. That’s why we share plenty of career opportunities for you to thrive within CEVA. This role can be the first step on your career path with us. You can stay in the same job family, find a new family to grow in (an almost limitless number of options) or find your own path. Join CEVA for a challenging and rewarding career.

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At CEVA we are committed to creating a safe and healthy work environment.
We offer:

• A Competitive Compensation PackageComprehensive Health & Dental Benefits
• Professional Development Opportunities
• Continuing Education

CEVA is an equal opportunity employer who agrees not to discriminate against any employee or job applicant and is committed to a diverse and inclusive workforce. Accommodations are available upon request for candidates with disabilities taking part in all aspects of the selection process.
We thank all candidates for applying, however, only successful candidates will be contacted for an interview.