Senior Manager, Customer Excellence - Logistics

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

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.