SENIOR MANAGER, CUSTOMER SERVICE (US)

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

Job title: Senior Manager, Customer Service
Reporting to: Head of Customer Service & Commercial Performance
Location: Lakeland, USA

The Opportunity

As an experienced, commercially focused Senior Manager of Customer Service, you'll lead customer service operations and play a highly influential role across order fulfillment. Operating at a senior level, this role will ensure the delivery of world-class service to our customer base, while managing service performance, delivery excellence, and operational execution.
This role is pivotal in aligning commercial and operational teams, driving customer satisfaction, and enabling long-term growth by ensuring that service commitments and delivery timelines are met reliably and efficiently.

What it’s like to work here

We’ve been making the world taste better since 1886 and sell over 3000 products in more than 90 countries, but we’re only just getting started. We’re on an exciting journey and have ambitious plans to become the indispensable partner of choice for the world’s leading flavor and fragrance houses, beverage and consumer brands.

On joining Treatt, you’ll become one of over 300 international experts, working together to collectively surprise and delight our customers. Nothing is more important to us than the happiness of our people as without them, we’d never succeed.

We think Treatt’s a great place to work, but don’t just take our word for it:
“Everyone wants your feedback and opinion; it feels like a place of study where nurturing and encouragement are the standard. It is very clear the hard work that goes into providing excellence for customers, but it is also very apparent that managers have the same goals for helping us all to progress.” – Anita, Innovation Scientist

“Joining my close and supportive team was the most enjoyable way to gain more skills and increase my knowledge” – Ashley, Distillation Control Team Leader
“Treatt creates an environment to help you be the best you can, with no two days the same and opportunities always available to help you learn and develop. The people and the culture create a fantastic company to be part of” – Rebecca, Commercial Coordinator

What you’ll be doing

• Lead and develop the Customer Service team, setting a clear vision and high-performance culture.
• In collaboration with key Sales, Operations and Supply Chain leaders, define and execute the service and delivery strategy in alignment with commercial and operational business goals.
• Champion a customer-first mindset across the organization, driving continuous improvement.

Customer Operations

• Oversee end-to-end customer order lifecycle from intake to final delivery.
• Ensure customer orders are fulfilled on time, in full (OTIF), and in accordance with agreed service levels.
• Manage resolution of escalations, service issues, and non-conformances with urgency and transparency.

Cross-Functional Collaboration

• Function as the key liaison between Sales, Supply Chain, Production, QA/QC, and Regulatory teams to ensure aligned delivery against customer expectations.
• Support the commercial team with accurate lead time information, service metrics, and customer reporting.
• Drive operational input into key customer relationships and strategic account planning.

Business Performance Management

• Lead regular business performance reviews with cross-functional stakeholders to review service performance, order fulfillment, customer KPIs, and delivery efficiency.
• Monitor and report on key performance indicators (KPIs) such as OTIF, customer satisfaction scores (CSAT/NPS), backlog management, and complaint resolution.
• Use data to identify trends, root causes, and improvement opportunities to strengthen service delivery and operational execution.

Key Account Management Support

• Collaborate closely with the Sales and Commercial teams to support strategic key accounts, ensuring service excellence and tailored delivery solutions.
• Serve as a senior operational point of contact for key customers, attending account reviews, quality business reviews, and supporting custom service or fulfillment needs.
• Oversee key elements of contract management, ensuring service commitments, commercial terms, and fulfillment obligations are executed in line with customer agreements and business policies.
• Support the review, renewal, and execution of service-level agreements (SLAs) and customer-specific contracts, collaborating with commercial, legal, and operational teams as needed.
• Use insight from customer data, feedback, and service performance to enhance the customer experience for key accounts and proactively resolve potential delivery or service challenges.
• Align internal stakeholders across Supply Chain, Regulatory, and QA to meet the specific expectations of strategic customers.
• Continuously review and improve customer service processes and delivery workflows for efficiency and effectiveness.
• Ensure robust use of ERP, CRM, and reporting tools (e.g., SAP, Salesforce, Power BI) to support decision-making and visibility.
• Drive standardization and automation to reduce complexity and improve scalability.

Team Development

• Recruit, coach, and lead a high-performing customer service and order fulfillment team.
• Set performance objectives, provide regular feedback, and foster a culture of accountability and growth.
• Ensure teams are equipped with the technical knowledge and customer understanding required for excellence.

Education & Training

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

Knowledge & Experience

Required:

• Senior-level experience in customer service, operations, or delivery roles within the 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.

Preferred:

• Familiarity with global regulatory requirements and documentation for chemical or ingredient shipments.
• Industry-specific experience in flavors, fragrances, or specialty ingredients.
• History of supporting or leading digital transformation projects in customer service or order fulfillment.

Skills & Abilities

Core Competencies:

• Leadership & People Management: Ability to lead, motivate, and develop high-performing teams.
• Customer-Centric Mindset: Builds strong relationships; ensures high levels of satisfaction and service quality.
• Operational Excellence: Manages complex service and fulfillment processes with attention to SLAs, OTIF, and delivery reliability.
• Commercial Awareness: Understands business impact of service delivery and supports commercial goals.
• Key Account Service Leadership: Experience supporting or directly engaging with key accounts in a B2B environment. Skilled at managing complex service needs, adapting processes for high-value customers, and contributing to strategic relationship development.
• Data-Driven Decision Making: Uses KPIs and analytics to improve performance and identify opportunities.
• Cross-Functional Collaboration: Strong ability to align with various teams across the organization.
• Digital & Systems Fluency: Proficient in ERP, CRM, and analytics tools; comfortable with automation and optimization.
• Communication: Clear, confident communicator across all levels of the business.

Soft Skills & Personal Attributes

• Resilient and adaptable under pressure.
• Highly organized and detail-oriented.
• Proactive in identifying and addressing service issues.
• Committed to continuous improvement and operational excellence.

WORKING CONDITIONS

• Environment: Open office environment with occasional time in the lab.
• Limited shop floor exposure, including some time in and around production areas. Some exposure to hazardous chemicals.
• Physical Factors: Sitting, walking, standing, stooping, crouching, and crawling. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Travel: Occasional domestic and international travel, as needed.
• FLSA Status: Exempt

What we’ll do for you

We offer an excellent package which includes a competitive salary; vacation time as well as the opportunity to purchase additional vacation, we also offer a discretionary annual bonus, medical (including family cover), dental and vision coverage, AFLAC, 401k employer matching up to 6%, company-paid short term and long-term disability insurance, company-paid life insurance and stock purchase options.
With the encouragement and development, you need, we help you to become your ultimate you. Beyond building a successful career, we also support the wishes and ambitions of our staff outside of the office in achieving a health work/life balance - the wellbeing of our staff is paramount to us, which we actively promote and support by regularly delivering a variety of wellbeing initiatives. There will also be opportunities to be actively involved in community and charity projects and to take part in numerous subsidized social events.

M/F/D/V EOE DFWP SO

Polite Notice

We politely request that we are not contacted by any recruitment agencies. We have a preferred supplier list and high volumes of speculative calls from agencies negatively impact upon the efficiency of our business. Please help us to maintain the highest levels of customer service by respecting our wishes.