Logistics Customer Service Supervisor – Lead & Grow

CMA CGM; Cuautitlán Izcalli; On-site; MXN 446,000 - 714,000; Full time

Job summary

CEVA Logistics is seeking a Customer Service Supervisor in Cuautitlan Izcalli to oversee account executives, ensure SLA adherence, and drive profitability through effective cost control and client management.

You will lead coaching, performance reviews, and cross-functional collaboration with operations, sales, and management to deliver exceptional service and growth opportunities for our clients.

Qualifications

• 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.

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.

Skills

Customer service

Account management

Logistics operations

Leadership

Communication

Negotiation

P&L management

KPI reporting

Organization

Cross-functional collab

Job description

CEVA Logistics is seeking a Customer Service Supervisor in Cuautitlan Izcalli to oversee account executives, ensure SLA adherence, and drive profitability through effective cost control and client management.

You will lead coaching, performance reviews, and cross-functional collaboration with operations, sales, and management to deliver exceptional service and growth opportunities for our clients.