Superviseur; e), Service à la clientèle​/Customer Service Supervisor

Puesto: Superviseur(e), Service à la clientèle / Customer Service Supervisor
Location: Ciudad Nezahualcoyotl

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?

The Customer Service Supervisor – Air & Ocean is responsible for leading and coordinating the Customer Service team to ensure a consistent, proactive and high-quality customer experience across Air and Ocean Freight operations.

The role supervises the day-to-day activities of the Customer Service team, ensuring customer requirements are properly managed, operational milestones are monitored, service commitments are achieved and issues are addressed in a timely and effective manner.

This position acts as a key link between customers and internal stakeholders, including Operations, Product, Sales, Pricing, Finance and other support functions, ensuring effective communication, visibility and resolution of customer needs.

The Customer Service Supervisor is also responsible for monitoring service performance, managing escalations, developing the team and identifying opportunities to improve processes, customer satisfaction and operational efficiency.

Key Accountabilities

- Supervise the day-to-day activities of the Air & Ocean Customer Service team.
- Ensure customer requests, inquiries and operational requirements are addressed accurately and within agreed response times.
- Ensure proactive communication with customers regarding shipment status, milestones, exceptions and relevant operational updates.
- Monitor adherence to agreed customer requirements, SOPs, SLAs and service commitments.
- Ensure accurate and timely follow-up of Air and Ocean shipments throughout the customer service process.
- Promote a customer-centric culture focused on responsiveness, ownership and service quality.
- Ensure appropriate documentation and visibility of customer interactions and service-related activities.
- Lead, coach and develop Customer Service team members to achieve individual and team objectives.
- Organize workloads and assign responsibilities according to customer requirements, volumes and operational priorities.
- Establish clear expectations regarding service quality, productivity and customer communication.
- Monitor individual and team performance through defined KPIs.
- Conduct regular follow-up and coaching sessions with team members.
- Identify training and development needs and coordinate appropriate action plans.
- Support onboarding and training of new team members.
- Promote teamwork, accountability, collaboration and continuous improvement.
- Provide guidance and support to the team when handling complex customer situations or operational exceptions.
- Work closely with Air Freight and Ocean Freight Operations to ensure appropriate execution and visibility of customer shipments.
- Coordinate with Product, Operations, Documentation, Customs, Warehousing and other relevant teams to address customer requirements.
- Monitor critical shipments and operational exceptions requiring Customer Service intervention.
- Ensure timely escalation of risks that could impact service commitments or customer satisfaction.
- Support the resolution of delays, documentation issues, capacity constraints and other operational exceptions affecting customers.
- Facilitate communication between customers and operational teams to ensure clear ownership and timely resolution.
- Monitor Customer Service performance…