National Customer Service Manager at CEVALogistics
Date: 1 day ago
City: Mississauga, ON
Contract type: Full time
571778
Mississauga On, CA
National Customer Service Manager
CEVA Logistics is one of the leading logistics companies globally, with over 1,500 facilities in more than 170 countries offering a complete range of contract logistics, freight forwarding, transportation and distribution management services. It offers supply chain support, along with logistics consultation, industry specific customization, global level freight management and system implementation.
At CEVA, we put people first and we strive for better ways in everything we do; our culture is embodied by Boldness, Imagination, Exemplary and Excellence. With these values at the core of our business, our workplace employs 110,000 diverse, cohesive team members who hold each other accountable and encourage each other to create a safe, and inclusive work environment.
YOUR ROLE
Responsible for leading and managing national Ground Customer Service function, ensuring consistent, high-quality customer experience across all regions of the country. This role is accountable for customer satisfaction, service performance, escalation management, and continuous improvement of customer-facing processes. The Customer Service Manager sets the service standard, develops the team, and ensures customer commitments, SLAs, and communication expectations are met. Models and acts in accordance with our guiding principles and core values.
WHAT ARE YOU GOING TO DO?
Own and curate the end-to-end customer experience for ground transportation services
Develop and execute national customer service strategies aligned with business objectives.
Oversee staff development, conduct annual performance reviews, and address performance issues in accordance with policies.
Analyze customer feedback and KPI trends (e.g., CSAT, FCR, resolution time) to identify root causes and implement continuous improvement initiatives.
Serve as escalation point for complex customer issues and manage resolution in collaboration with cross-functional teams (sales, logistics, operations).
Monitor and report on customer service performance metrics to senior leadership.
Manage budgets, forecast demand, and control expenses.
Coordinate with operations teams to resolve systemic issues.
Develop and implement training programs, distribute materials, and monitor results.
Ensure accurate and timely data and recordkeeping.
Perform other duties as required.
WHAT ARE WE LOOKING FOR?
Education and Experience:
Bachelor’s degree in Business, Supply Chain, Logistics, or related field highly preferred
Minimum 5 years related experience.
Minimum 3 years supervisory or management experience.
Proficient with CRM tools and service platforms (e.g., Salesforce, Zendesk).
Strong ability to interpret data—KPIs, CSAT, FCR—and translate into action.
Preferred:
Minimum 4 years’ industry experience
5–7+ years in customer service management, preferably with logistics, transportation, or supply chain exposure
Proven track record in multi-site team leadership and complex escalation management.
Skills:
Exceptional leadership, communication, and interpersonal abilities
Advanced problem-solving, conflict resolution, and crisis management skills
Strategic mindset with ability to lead change and leverage technology
Budget management experience and cost-control acumen
Knowledge of logistics operations including scheduling, routing, freight, and warehousing
Ability to read, analyze, and interpret business publications, technical procedures, and regulations; capable of writing reports, business correspondence, and procedure manuals
Strong understanding of company products, services, and operational requirements of existing accounts
Financial management skills including purchasing, budget preparation, review, and expense monitoring
Proficiency in Microsoft Office and job-specific software; accurate typing and data entry skills
Ability to communicate effectively with diverse teams and present information clearly to management, employees, and vendors
Customer-focused approach with ability to build and sustain productive relationships
Analytical skills to identify issues, compare data, and develop solutions that gain stakeholder support
Demonstrated ability to influence departments, manage change, and delegate effectively
Strong organizational skills to plan, prioritize, and manage multiple projects
Basic knowledge of project management methodologies
Ability to maintain performance under pressure and handle stress professionally
Team-building skills with collaborative approach to achieving goals
Must be able to read, write, and speak English fluently
WHAT DO WE HAVE TO OFFER?
With a genuine culture of recognition, we want our employees to grow, develop and be part of our journey. We offer a benefits package with a focus on your wellbeing. This includes competitive Paid Time Off, 401(k), health insurance and an employee benefits platform that offers discounts on gym memberships and a diverse range of retail, travel, car and hospitality brands, including important offerings like pet insurance.
We are a team in every sense, and we support each other and work collaboratively to achieve our goals together. It is our goal that you will be compensated for your hard work and commitment, so if you’d like to work for one of the top Logistics providers in the world then let’s work together to help you find your new role.
ABOUT TOMORROW
We value your professional and personal growth. That’s why we share plenty of career opportunities for you to thrive within CEVA. This role can be the first step on your career path with us. You can stay in the same job family, find a new family to grow in (an almost limitless number of options) or find your own path. Join CEVA for a challenging and rewarding career.
#LI-JS1
At CEVA we are committed to creating a safe and healthy work environment.
We offer:
A Competitive Compensation PackageComprehensive Health & Dental Benefits
Professional Development Opportunities
Continuing Education
CEVA is an equal opportunity employer who agrees not to discriminate against any employee or job applicant and is committed to a diverse and inclusive workforce. Accommodations are available upon request for candidates with disabilities taking part in all aspects of the selection process.
We thank all candidates for applying, however, only successful candidates will be contacted for an interview.
Mississauga On, CA
National Customer Service Manager
CEVA Logistics is one of the leading logistics companies globally, with over 1,500 facilities in more than 170 countries offering a complete range of contract logistics, freight forwarding, transportation and distribution management services. It offers supply chain support, along with logistics consultation, industry specific customization, global level freight management and system implementation.
At CEVA, we put people first and we strive for better ways in everything we do; our culture is embodied by Boldness, Imagination, Exemplary and Excellence. With these values at the core of our business, our workplace employs 110,000 diverse, cohesive team members who hold each other accountable and encourage each other to create a safe, and inclusive work environment.
YOUR ROLE
Responsible for leading and managing national Ground Customer Service function, ensuring consistent, high-quality customer experience across all regions of the country. This role is accountable for customer satisfaction, service performance, escalation management, and continuous improvement of customer-facing processes. The Customer Service Manager sets the service standard, develops the team, and ensures customer commitments, SLAs, and communication expectations are met. Models and acts in accordance with our guiding principles and core values.
WHAT ARE YOU GOING TO DO?
Own and curate the end-to-end customer experience for ground transportation services
Develop and execute national customer service strategies aligned with business objectives.
Oversee staff development, conduct annual performance reviews, and address performance issues in accordance with policies.
Analyze customer feedback and KPI trends (e.g., CSAT, FCR, resolution time) to identify root causes and implement continuous improvement initiatives.
Serve as escalation point for complex customer issues and manage resolution in collaboration with cross-functional teams (sales, logistics, operations).
Monitor and report on customer service performance metrics to senior leadership.
Manage budgets, forecast demand, and control expenses.
Coordinate with operations teams to resolve systemic issues.
Develop and implement training programs, distribute materials, and monitor results.
Ensure accurate and timely data and recordkeeping.
Perform other duties as required.
WHAT ARE WE LOOKING FOR?
Education and Experience:
Bachelor’s degree in Business, Supply Chain, Logistics, or related field highly preferred
Minimum 5 years related experience.
Minimum 3 years supervisory or management experience.
Proficient with CRM tools and service platforms (e.g., Salesforce, Zendesk).
Strong ability to interpret data—KPIs, CSAT, FCR—and translate into action.
Preferred:
Minimum 4 years’ industry experience
5–7+ years in customer service management, preferably with logistics, transportation, or supply chain exposure
Proven track record in multi-site team leadership and complex escalation management.
Skills:
Exceptional leadership, communication, and interpersonal abilities
Advanced problem-solving, conflict resolution, and crisis management skills
Strategic mindset with ability to lead change and leverage technology
Budget management experience and cost-control acumen
Knowledge of logistics operations including scheduling, routing, freight, and warehousing
Ability to read, analyze, and interpret business publications, technical procedures, and regulations; capable of writing reports, business correspondence, and procedure manuals
Strong understanding of company products, services, and operational requirements of existing accounts
Financial management skills including purchasing, budget preparation, review, and expense monitoring
Proficiency in Microsoft Office and job-specific software; accurate typing and data entry skills
Ability to communicate effectively with diverse teams and present information clearly to management, employees, and vendors
Customer-focused approach with ability to build and sustain productive relationships
Analytical skills to identify issues, compare data, and develop solutions that gain stakeholder support
Demonstrated ability to influence departments, manage change, and delegate effectively
Strong organizational skills to plan, prioritize, and manage multiple projects
Basic knowledge of project management methodologies
Ability to maintain performance under pressure and handle stress professionally
Team-building skills with collaborative approach to achieving goals
Must be able to read, write, and speak English fluently
WHAT DO WE HAVE TO OFFER?
With a genuine culture of recognition, we want our employees to grow, develop and be part of our journey. We offer a benefits package with a focus on your wellbeing. This includes competitive Paid Time Off, 401(k), health insurance and an employee benefits platform that offers discounts on gym memberships and a diverse range of retail, travel, car and hospitality brands, including important offerings like pet insurance.
We are a team in every sense, and we support each other and work collaboratively to achieve our goals together. It is our goal that you will be compensated for your hard work and commitment, so if you’d like to work for one of the top Logistics providers in the world then let’s work together to help you find your new role.
ABOUT TOMORROW
We value your professional and personal growth. That’s why we share plenty of career opportunities for you to thrive within CEVA. This role can be the first step on your career path with us. You can stay in the same job family, find a new family to grow in (an almost limitless number of options) or find your own path. Join CEVA for a challenging and rewarding career.
#LI-JS1
At CEVA we are committed to creating a safe and healthy work environment.
We offer:
A Competitive Compensation PackageComprehensive Health & Dental Benefits
Professional Development Opportunities
Continuing Education
CEVA is an equal opportunity employer who agrees not to discriminate against any employee or job applicant and is committed to a diverse and inclusive workforce. Accommodations are available upon request for candidates with disabilities taking part in all aspects of the selection process.
We thank all candidates for applying, however, only successful candidates will be contacted for an interview.
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeBrowse All Jobs in This Province
Explore full job listings for the area:: Jobs in Mississauga | Jobs in Ontario
You May Also Be Interested In
Find other job listings similar to this one: