What are the responsibilities and job description for the Director Customer Service position at TRIDENT SOLUTIONS?
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.
Key Competencies
- Strategic thinker who can align customer service with business growth goals.
- Data-driven decision maker who uses metrics to drive performance.
- Strong change leader, able to drive adoption of new processes and tools.
- Customer-first mindset with high energy and passion for service excellence.
- Collaborative leader with the ability to influence across functions.
Qualifications
- Bachelor’s degree preferred
- 10 years of progressive experience in customer service or customer operations, with at least 5 years in a leadership role.
- Proven experience leading a team of 20 in a B2B environment, ideally industrial or manufacturing-related.
- Strong track record of improving customer satisfaction and operational KPIs.
- Excellent communication, leadership, and problem-solving skills.
- Experience with CRM systems (Salesforce preferred) and customer service technology platforms (Service Cloud preferred).