Senior Customer Service & Delivery Leader

TREATT NORTH AMERICA; Lakeland (FL); On-site; USD 110,000 - 140,000; Full time

Job summary

TREATT NORTH AMERICA in Lakeland, FL is seeking an experienced Senior Manager of Customer Service to lead order fulfillment and shape service strategy across the organization.

Reporting to the executive team, you will drive world-class customer service, manage OTIF performance, dashboards, and cross-functional collaboration with Sales, Operations and Supply Chain to deliver reliable delivery and exceptional customer satisfaction.

Qualifications

• Senior-level experience in customer service, operations, or delivery roles within flavor, fragrance, ingredients, or related B2B manufacturing industries.
• Proven leadership of customer-facing teams and delivery operations.
• Strong knowledge of supply chain, order management, and global logistics.
• Demonstrated experience leading cross-functional business performance reviews and improvement projects.
• Experience managing customer contracts and service-level agreements, with an understanding of how contractual obligations influence operational execution and customer engagement.
• Skilled in ERP/CRM systems (e.g., SAP, Salesforce) and BI tools (e.g., Power BI).
• Excellent stakeholder management, communication, and problem-solving capabilities.

Responsibilities

• Lead and develop the Customer Service team, setting a clear vision and high-performance culture.
• Define and execute the service and delivery strategy in collaboration with Sales, Operations and Supply Chain.
• Champion a customer-first mindset and drive continuous improvement.
• Oversee end-to-end customer order lifecycle from intake to final delivery.
• Ensure orders are fulfilled on time, in full (OTIF), and in accordance with SLAs.
• Manage escalations, service issues, and non-conformances with urgency and transparency.
• Function as the liaison between Sales, Supply Chain, Production, QA/QC, and Regulatory teams.
• Support the commercial team with lead times, service metrics, and customer reporting.
• Lead business performance reviews and monitor KPIs (OTIF, CSAT/NPS, backlog, complaints).
• Collaborate on key accounts, ensuring service excellence and tailored delivery solutions.
• Drive ERP/CRM usage and data-driven decision making; standardize and automate processes.

Skills

Leadership

Customer service

Supply chain

Order management

Global logistics

Contract management

ERP/SAP

Salesforce

Power BI

Stakeholder management

Communication

Education

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

Tools

SAP

Salesforce

Power BI

Job description

TREATT NORTH AMERICA in Lakeland, FL is seeking an experienced Senior Manager of Customer Service to lead order fulfillment and shape service strategy across the organization.

Reporting to the executive team, you will drive world-class customer service, manage OTIF performance, dashboards, and cross-functional collaboration with Sales, Operations and Supply Chain to deliver reliable delivery and exceptional customer satisfaction.