Customer Excellence Senior Manager - Houston, TX

CEVA Logistics; Houston (TX); On-site; USD 123,000 - 154,000; Full time

Benefits offered by this job

401(k) matching

Health insurance

Paid time off

Job summary

CEVA Logistics is seeking a Customer Excellence Senior Manager in Houston, TX to lead customer service, account management and customer-facing operations. You will partner with operations to meet service commitments, drive continuous improvement, and enhance customer satisfaction.

Ideal candidates have 7–10 years in freight forwarding/logistics with 5+ years leading customer-facing teams, and strong skills in KPIs, reporting, and financial management.

Qualifications

• HS 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.

Responsibilities

• 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.

Skills

Freight forwarding

KPIs & SLAs

P&L budgeting

Leadership

Customer relationships

Forecasting

Education

HS Diploma/GED

Bachelor's degree preferred

Job description

Customer Excellence Senior Manager - Houston, TX

Pay Range: $123K-$154K

YOUR ROLE

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.

WHAT YOU WILL DO?

• 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.

WHAT WE ARE LOOKING FOR?

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.

Skills & Competencies

• 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.

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.

Outstanding benefits for employee and family including multiple health plans(company contribution to health savings account), prescription, dental and vision coverage.

• Company paid life insurance, accident insurance, short- and long-term disability coverage and employee assistance plan.
• Voluntary benefits including additional life insurance, AD&D coverage, buy-up short- and long-term disability, critical illness, identify theft & legal plan.
• 401(k) with company match.
• Flexible Paid Time Off programs including company paid holidays.
• Tuition reimbursement program.

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.

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.

CEVA operates in a multicultural, global environment and is a richly diverse organization operating seamlessly as one company. We aim to attract, motivate and retain the best people in our industry, whatever their background. We share the same passion to deliver world-class solutions to our customers. We have the best supply chain professionals in the industry and develop this talent in an inspiring work environment.

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.

Please note: Legitimate CEVA Logistics recruitment processes include communication with candidates through recognized professional networks, such as LinkedIn or via an official company email address: [e-mail]. We recommend that you do not respond to unsolicited business propositions and/or offers from people with whom you are unfamiliar.

Information provided is true and accurate.False statements or information will result in the application voided.

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Permanent contract

Full Time