Senior Customer Service & Delivery Leader

Houston Citizens Chamber of Commerce; Lakeland (FL); On-site; USD 120,000 - 150,000; Full time

Job summary

Houston Citizens Chamber of Commerce is seeking a Senior Manager of Customer Service to lead the customer service operations and align commercial and operational teams. You will drive service performance, delivery timelines, and customer satisfaction while guiding cross-functional collaboration across Sales, Supply Chain, and Production.

Responsibilities include end-to-end order lifecycle management, OTIF adherence, contract oversight, and leading business performance reviews.

Qualifications

• Bachelor's degree in Business, Supply Chain, Operations, or related field, or equivalent experience.
• Senior-level experience in customer service, operations, or delivery roles within B2B manufacturing industries.
• Proven leadership of customer-facing teams and delivery operations.
• Strong knowledge of supply chain, order management, and global logistics.
• Experience leading cross-functional business performance reviews and improvement projects.
• Experience managing customer contracts and SLAs; understands contractual impact on operations.
• Familiarity with ERP/CRM systems (SAP, Salesforce) and BI tools (Power BI).

Responsibilities

• Lead and develop the Customer Service team, setting a clear vision and high-performance culture.
• Collaborate with Sales, Operations and Supply Chain to define service and delivery strategy.
• Oversee end-to-end customer order lifecycle from intake to final delivery.
• Ensure orders are fulfilled on time, in full (OTIF) and per service levels.
• Monitor KPIs and lead regular business performance reviews across functions.
• Support key accounts and oversee contract management and SLAs.

Skills

Leadership

Team management

Cross-functional collaboration

Data-driven decisions

Communication

Problem solving

Stakeholder management

Customer focus

Operational excellence

Education

Bachelor's degree in Business, Supply Chain, Operations, or related field

Tools

SAP

Salesforce

Power BI

Job description

Houston Citizens Chamber of Commerce is seeking a Senior Manager of Customer Service to lead the customer service operations and align commercial and operational teams. You will drive service performance, delivery timelines, and customer satisfaction while guiding cross-functional collaboration across Sales, Supply Chain, and Production.

Responsibilities include end-to-end order lifecycle management, OTIF adherence, contract oversight, and leading business performance reviews.