Senior Customer Service Leader — OTIF & Delivery Excellence

Treatt Plc; Lakeland (FL); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Vacation & time off

Medical, dental & vision coverage

401k & bonus

Job summary

Treatt Plc in Lakeland, USA is seeking a Senior Manager of Customer Service to lead end-to-end orders and deliver world-class service to a global customer base.

You’ll align commercial and operations teams, drive OTIF and service-level performance, and foster cross-functional collaboration with Sales, Supply Chain, Production, QA and Regulatory.

Experience with ERP/CRM systems (SAP, Salesforce) and BI tools (Power BI) will enable data-driven decisions and continuous improvement.

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.
• Experience managing customer contracts and service-level agreements (SLAs).

Responsibilities

• Lead and develop the Customer Service team, setting 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 across the organization, driving continuous improvement.
• Oversee end-to-end customer order lifecycle from intake to final delivery and OTIF compliance.
• 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 regular business performance reviews on service performance and KPIs.
• Oversee SLAs and customer contracts, ensuring alignment with business policies.
• Use ERP/CRM data to identify trends and drive process improvements.
• Align internal stakeholders to meet strategic customer expectations.

Skills

Leadership

Customer-Centric

Operational Excellence

Commercial Awareness

Key Account Service Leadership

Data-Driven Decision Making

Cross-Functional Collaboration

Digital & Systems Fluency

Communication

Education

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

Tools

SAP

Salesforce

Power BI

Job description

Treatt Plc in Lakeland, USA is seeking a Senior Manager of Customer Service to lead end-to-end orders and deliver world-class service to a global customer base.

You’ll align commercial and operations teams, drive OTIF and service-level performance, and foster cross-functional collaboration with Sales, Supply Chain, Production, QA and Regulatory.

Experience with ERP/CRM systems (SAP, Salesforce) and BI tools (Power BI) will enable data-driven decisions and continuous improvement.