Customer Excellence Senior Manager - Houston, TX

Houston Tx, US

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 in Motion. 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.

Pay Range: $123K-$154K

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.

Education & Experience

• 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…