Mexico Operations Lead - Customer Experience & Coaching

Blue-Grace Logistics LLC; Región Centro; Presencial; MXN 420.000 - 660.000; Jornada completa

Descripción de la vacante

Blue-Grace Logistics LLC is seeking a leader to drive Operational Support for Managed Logistics customers. The role emphasizes coaching, development, and team performance to achieve outstanding customer experience and operational excellence.

The ideal candidate has 3–5+ years in operations or related fields and a strong background in customer service, coaching, and process optimization. This role involves daily execution oversight, training, and ongoing collaboration with management.

Formación

• Bachelor's degree in supply chain field or equivalent.
• 3–5+ years in operations, freight/transportation or purchasing.
• Customer service experience required.
• Ability to lead and develop a team.
• Mentorship and performance management passion.
• Solution-driven with process-improvement track record.
• Excellent written and verbal communication.
• CRM and TMS advanced skills.
• Proficient in Microsoft Excel.

Responsabilidades

• Provide routine coaching and development for all direct reports, focusing on both performance improvement and long-term career growth.
• Reviewing and ensuring accuracy of daily reporting both internal and external.
• Lead and develop front-line employees who serve as primary points of contact for Managed Logistics customers.
• Monitor and report on productivity metrics to drive team performance and operational success.
• Implement new processes to improve operational efficiency and close performance gaps.
• Training of new employees and validation check points to ensure performance.
• Evaluate and adjust current processes to promote scalability and service excellence.
• Conduct daily and weekly department meetings to align priorities, performance, and team development.
• Collaborate with manager to strengthen alignment between operational goals and team performance.
• Create employee schedules to ensure optimal staffing and coverage during peak and off hours.
• Maintain strong awareness of team performance and proactively address opportunities for improvement.
• Participate in the onboarding and go-live process for new Managed Logistics customers.
• Participate in the Managed Logistics on-call program by providing support during nights and weekends as needed

Conocimientos

Customer service

Team leadership

Coaching and development

Communication skills

Process improvement

Reporting

Training

Scheduling

Onboarding

Educación

Bachelor's degree in supply chain or related field

Herramientas

CRM

TMS

Excel

Descripción del empleo

Blue-Grace Logistics LLC is seeking a leader to drive Operational Support for Managed Logistics customers. The role emphasizes coaching, development, and team performance to achieve outstanding customer experience and operational excellence.

The ideal candidate has 3–5+ years in operations or related fields and a strong background in customer service, coaching, and process optimization. This role involves daily execution oversight, training, and ongoing collaboration with management.