Customer Excellence Senior Manager

The Customer Excellence Senior Manager is responsible for leading customer service, account management, and customer-facing operations to deliver exceptional service, operational excellence,, and strong business performance. This role partners closely with operations leadership to ensure customer expectations, service commitments, and strategic objectives are achieved while driving continuous improvement and customer satisfaction.

• Lead Customer Service, Key Account Management, and customer-facing operational teams.
• Build and maintain strategic relationships with key customer stakeholders.
• Drive customer satisfaction, retention, and overall service excellence.
• Facilitate customer business reviews and monitor performance against SLAs, KPIs, and operational metrics.
• Partner with operations teams to ensure seamless execution of customer requirements and service agreements.
• Develop and analyze customer performance, revenue, and operational reports.
• Monitor financial performance, including revenue, profitability, forecasting, and budgeting.
• Coach, mentor, and develop team members while fostering a culture of accountability and customer focus.
• Lead cross-functional projects that improve customer experience, operational efficiency, and business outcomes.
• Implement and sustain Lean methodologies and best practices.
• Stay informed of industry trends, emerging technologies, and customer requirements.

• High School Diploma or GED required;
  Bachelor's Degree preferred.
• 7-10 years of experience in freight forwarding, logistics, transportation, customer service, or account management.
• 5+ years of leadership experience managing customer-facing teams.
• Experience managing strategic customer relationships and operational performance.
• Strong knowledge of freight forwarding operations and customer service processes.
• Proven success managing KPIs, SLAs, customer scorecards, and operational metrics.
• Experience with financial management, forecasting, budgeting, and P&L performance.
• Strong leadership, coaching, and team development capabilities.
• Excellent communication, problem-solving, and relationship management skills.
• Advanced proficiency in Microsoft Office, particularly Excel and reporting analytics.
• Strong project management and continuous improvement experience.

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.

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.