Director Customer Service

Title: Director of Customer Service Position Description : The Director of Customer Service is responsible for leading and developing a 20+ person customer service organization to deliver world-class support to our customers. This role will set the strategy, structure, and operating standards for the team while driving continuous improvement in service levels, responsiveness, and customer satisfaction. The Director will be a key leader in shaping the customer experience and ensuring our company is recognized as “easy to do business with. This position is located in Plano and involves weekly travel to our Sherman facility. Key Responsibilities Leadership & Team Development Lead, coach, and inspire a customer service team of 20+ representatives, supervisors, and support staff. Establish clear goals, KPIs, and accountability across the team. Drive employee engagement, retention, and professional development. Customer Experience Own the customer service strategy and ensure best-in-class customer interactions across phone, email, portal, and other channels. Monitor and improve response times and resolution rates Act as an escalation point for complex customer issues and ensure quick resolution. Operational Excellence Develop and implement policies, processes, and technology tools that increase efficiency and improve the customer experience. Collaborate cross-functionally with Sales, Supply Chain, and Operations to streamline order fulfillment, billing, and product/service support. Implement reporting and dashboards to track performance against SLAs and customer expectations. Strategy & Continuous Improvement Drive a culture of “finding a better way every day” with a focus on lean process improvement and eliminating inefficiencies. Identify and implement digital tools (CRM, AI/automation, self-service portals) to improve responsiveness and scalability. Contribute to customer-centric initiatives that support revenue growth and customer loyalty.