Director Customer Service

Trident-Solutions; Sherman (TX); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Trident-Solutions is seeking a Director of Customer Service to lead a 20+ person team at Plano with weekly travel to Sherman. You will set strategy, optimize CX across channels, and drive Lean improvements to scale service delivery.

The role requires 10+ years in customer service/ops with 5+ in leadership, and experience in B2B manufacturing environments. CRM/Service Cloud proficiency is preferred.

Qualifications

• Bachelor’s degree preferred.
• 10+ years in customer service or operations.
• At least 5 years in a leadership role.
• Experience leading 20+ in B2B, industrial or manufacturing contexts.
• CRM systems experience (Salesforce preferred) and customer service tech platforms (Service Cloud preferred).

Responsibilities

• Lead, coach, and inspire a 20+ person customer service team.
• Establish goals, KPIs, and accountability across the team.
• Own the customer service strategy across channels and improve response times.
• Act as escalation point for complex issues and drive resolution.
• Develop policies, processes, and tools to increase efficiency and CX.
• Collaborate with Sales, Supply Chain, and Operations to streamline orders and billing.
• Implement dashboards and reporting to track SLAs and performance.
• Drive lean improvements and digital tool adoption for scalability.

Skills

Strategic thinking

Data-driven decisions

Change leadership

Cross-functional collaboration

Customer-centric mindset

Leadership

Education

Bachelor’s degree preferred

Tools

Salesforce

Service Cloud

Job description

Title: Director of Customer ServicePosition 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 ResponsibilitiesLeadership & Team DevelopmentLead, 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 ExperienceOwn 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 ratesAct as an escalation point for complex customer issues and ensure quick resolution.Operational ExcellenceDevelop 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 ImprovementDrive 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 CompetenciesStrategic 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.QualificationsBachelor’s degree preferred10+ 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).