Customer Service Supervisor CL

American President Lines; Cuautitlán Izcalli; Presencial; MXN 350.000 - 520.000; Jornada completa

Descripción de la vacante

CEVA FM Mexico, based in Cuautitlán Izcalli, is hiring a Customer Service Supervisor to oversee account executives, ensure SLA adherence, and drive profitability through strong leadership and client management.

You will coach, evaluate performance, monitor KPIs, and coordinate cross-functional efforts with operations and sales to optimize service delivery and grow the client portfolio.

Formación

• Proven experience in customer service or account management within logistics or warehouse operations.
• Strong leadership and team development capabilities, with a focus on coaching and performance management.
• Excellent communication and negotiation skills, adept at managing client relationships and resolving complex issues.
• Financial acumen with experience in P&L management, budget control, and billing processes.
• Proficiency in monitoring and presenting KPIs to both internal teams and clients, fostering transparency and continuous improvement.
• Organisational skills to manage multiple accounts, priorities, and deadlines effectively.
• Ability to collaborate cross-functionally with operations, sales, and management teams to drive service excellence.

Responsabilidades

• Supervise and coordinate the daily activities of the account executive team, ensuring efficient task allocation and balanced workloads that align with business priorities.
• Provide continuous coaching and professional development opportunities to associates, fostering a culture of high performance and skill enhancement.
• Conduct regular performance evaluations to monitor and promote staff development and ensure team objectives are achieved.
• Maintain accountability for managing client accounts, closely monitoring and evaluating key performance indicators (KPIs) and presenting these insights to clients in a clear and actionable manner.
• Lead continuous improvement initiatives by identifying, proposing, and implementing solutions to address operational incidences and enhance service delivery in collaboration with operations teams and account executives.
• Drive business growth by identifying and developing new sales opportunities and services within current client portfolios, preparing and presenting quotations, and managing negotiation processes through to successful closure.
• Manage financial aspects of the department including controlling revenues and expenses, validating service-related costs, and ensuring accurate billing. Provide weekly revenue updates and generate detailed monthly client and service closure reports.
• Lead annual rate negotiations with clients, conducting tariff analyses and simulations, and managing client approvals for agreed adjustments.
• Support the operational implementation of new client accounts through participation in the design of operational plans, assigning account executives, and overseeing timely execution while keeping clients informed throughout the process.

Descripción del empleo

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?

Customer Service Supervisor CL

As a Customer Service Supervisor within the Logistics Operations division at CEVA FM Mexico, located in Cuautitlan Izcalli, you will play a pivotal role in overseeing and organising the activities of account executives to ensure contractual service level agreements with clients are consistently met. Your leadership will drive the achievement of sales quotas for logistics services while meticulously controlling associated expenses to optimise profitability.

Key Responsibilities:

• Supervise and coordinate the daily activities of the account executive team, ensuring efficient task allocation and balanced workloads that align with business priorities.
• Provide continuous coaching and professional development opportunities to associates, fostering a culture of high performance and skill enhancement.
• Conduct regular performance evaluations to monitor and promote staff development and ensure team objectives are achieved.
• Maintain accountability for managing client accounts, closely monitoring and evaluating key performance indicators (KPIs) and presenting these insights to clients in a clear and actionable manner.
• Lead continuous improvement initiatives by identifying, proposing, and implementing solutions to address operational incidences and enhance service delivery in collaboration with operations teams and account executives.
• Drive business growth by identifying and developing new sales opportunities and services within current client portfolios, preparing and presenting quotations, and managing negotiation processes through to successful closure.
• Manage financial aspects of the department including controlling revenues and expenses, validating service-related costs, and ensuring accurate billing. Provide weekly revenue updates and generate detailed monthly client and service closure reports.
• Lead annual rate negotiations with clients, conducting tariff analyses and simulations, and managing client approvals for agreed adjustments.
• Support the operational implementation of new client accounts through participation in the design of operational plans, assigning account executives, and overseeing timely execution while keeping clients informed throughout the process.

Qualifications and Skills:

• Proven experience in customer service or account management within logistics or warehouse operations environments.
• Strong leadership and team development capabilities, with a focus on coaching and performance management.
• Excellent communication and negotiation skills, adept at managing client relationships and resolving complex issues.
• Financial acumen with experience in P&L management, budget control, and billing processes.
• Proficiency in monitoring and presenting KPIs to both internal teams and clients, fostering transparency and continuous improvement.
• Organisational skills to manage multiple accounts, priorities, and deadlines effectively.
• Ability to collaborate cross-functionally with operations, sales, and management teams to drive service excellence.

Why Join CEVA FM Mexico?

CEVA FM Mexico is committed to fostering an inclusive, dynamic, and growth-oriented workplace where your contributions directly impact client satisfaction and business success. As part of our team, you will have opportunities to advance your career while working with diverse teams dedicated to operational excellence in the logistics sector.

We welcome applications from individuals passionate about customer service leadership and logistics solutions who are eager to drive performance and create value for our clients.

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.