Customer Service Professional Mexico

American President Lines; Mexico; On-site; PHP 1,054,000 - 1,476,000; Full time

Job summary

CEVA Logistics in Mexico is seeking a Customer Service Professional to manage key customer accounts, coordinate import and export operations, and provide proactive service. You will work closely with Sales and Operations to ensure accurate documentation, on-time shipments, and strong customer satisfaction.

The role emphasizes building lasting relationships, delivering monthly KPI reports, identifying service gaps, and driving continuous improvement.

Qualifications

• Bachelor's degree in Logistics, International Business, Supply Chain, Business Administration, or related field.
• Experience in Customer Service within freight forwarding, logistics, or international transportation.
• Knowledge of import/export processes, Incoterms, and freight operations.
• Strong customer service orientation and relationship management skills.
• Excellent communication, organizational, and problem-solving abilities.
• Proficiency in Microsoft Office, especially Excel, and experience with TMS/freight systems.
• Intermediate to advanced English proficiency, both written and spoken.

Responsibilities

• Serve as the primary point of contact for assigned customers, providing exceptional customer service through effective communication and personalized support.
• Build and maintain strong customer relationships by understanding client needs and ensuring a high level of service satisfaction.
• Participate in customer visits alongside the Sales team to strengthen relationships, support business development initiatives, and address operational requirements.
• Coordinate import shipments activation, validate rates, monitor progress, and ensure timely invoicing.
• Coordinate export shipments, review rates, schedules, and create shipment references.
• Prepare and present monthly KPI reports to customers, reviewing service performance and operational results.
• Identify service gaps and opportunities for continuous improvement.
• Develop and implement corrective action plans to improve service quality and satisfaction.
• Ensure compliance with SOPs and SLAs.

Skills

Customer service

Relationship management

Communication skills

Problem solving

Excel

TMS / freight systems

English proficiency

Education

Bachelor's degree in Logistics, International Business, Supply Chain, Business Administration, or related field

Tools

Excel

TMS / freight forwarding systems

Job description

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585981

Customer Service Professional Mexico

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.

At CEVA Logistics, weRise inMotion. Your career is always on the move,growingas fast and as far as your ambition takes you. Join a global team ofnearly 200nationalities, shaping the future of global trade, moving essential goods, forging new paths, and pushing boundaries to serve an ever-changing world. The pace is fast, the challenges are real, but the rewards are greater: growth, purpose, and the chance to make a meaningful impact. This is more than a job.It’sa journey on which you rise.

Key Responsibilities

• Serve as the primary point of contact for assigned customers, providing exceptional customer service through effective communication and personalized support.
• Build and maintain strong customer relationships by understanding client needs and ensuring a high level of service satisfaction.
• Participate in customer visits alongside the Sales team to strengthen relationships, support business development initiatives, and address operational requirements.

Import Operations

• Coordinate the activation of import shipments upon booking confirmation from origin.
• Validate buy and sell rates, including any commercial agreements or value-added services offered to the customer.
• Monitor shipment progress from cargo pickup through documentation, vessel departure, and final pre-alert communication to the customer.
• Maintain close coordination with the Operations team to ensure timely shipment execution and accurate invoicing.

Export Operations

• Review buy and sell rates, service providers, available schedules, and cargo space to ensure the most suitable transportation solution.
• Create shipment references in the operating system and validate all required shipping documentation.
• Coordinate closely with the Operations team to ensure timely execution and successful completion of export shipments.

Customer Relationship Management

• Prepare and present monthly KPI reports to customers, reviewing service performance and operational results.
• Identify service gaps and opportunities for continuous improvement.
• Develop and implement corrective action plans, when required, to improve service quality and enhance customer satisfaction.
• Ensure compliance with internal procedures, customer Standard Operating Procedures (SOPs), and agreed Service Level Agreements (SLAs).

Qualifications

• Bachelor's degree in Logistics, International Business, Supply Chain, Business Administration, or a related field.
• Experience in Customer Service within the freight forwarding, logistics, or international transportation industry.
• Knowledge of import and export processes, international shipping documentation, Incoterms, and freight operations.
• Strong customer service orientation and relationship management skills.
• Excellent communication, organizational, and problem-solving abilities.
• Ability to manage multiple shipments simultaneously while meeting deadlines and customer expectations.
• Proficiency in Microsoft Office, particularly Excel, and experience with transportation management or freight forwarding systems.
• Intermediate to advanced English proficiency, both written and spoken.

CEVA Logistics is proud to be an equal opportunity work place and an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic. We are an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.