Customer Service Director

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Full Time OPEX Irving, TX, US

Pinnacle Propane, LLC, a leading provider in the propane industry, is seeking a dynamic and driven Customer Service Director to join our growing team. If you are passionate about building relationships, identifying new business opportunities, and driving growth, we want to hear from you!

At Pinnacle Propane, we pride ourselves on delivering safety, reliability, and exceptional customer service. Our commitment to innovation and sustainability positions us as a trusted partner for residential, commercial, and industrial propane solutions. Join us in making a difference in our community by providing top-notch propane services that power homes and businesses.

We value our employees and offer a comprehensive benefits package to support your well-being and work-life balance. When you join our team, you'll enjoy:

• Great Benefits:
  Including medical, vision, and dental insurance, among others.
• Life Insurance:
  Financial protection for you and your family.
• Community Volunteering Day: A paid day off to give back to the community and make a difference.
• Paid Time Off:
  Generous PTO and company holidays to relax, recharge, and spend time with loved ones.
• Retirement Savings Plan:
  Employer contributions to help you save for the future.

The Customer Care Director owns the end-to-end customer account lifecycle and issue-resolution processes, ensuring accurate account setup, timely issue resolution, and disciplined execution of established customer care and service performance standards.

This position is accountable for the consistent execution of account processes, customer documentation, performance metrics, aging reports, and proactive delivery scheduling performance. The Customer Care Director serves as the primary escalation point for account-level process issues and partners cross-functionally with Operations, Logistics, Sales, and other business functions to identify root causes and drive timely resolution.

The Customer Care Director is responsible for establishing process discipline, maintaining controls, developing team capabilities, and ensuring employees are effectively cross-trained on critical customer account processes. This role is expected to use data, performance metrics, and continuous improvement practices to identify process gaps and implement sustainable solutions that improve the overall customer experience.

• Own the end-to-end account setup process for new and existing customer accounts.
• Ensure customer accounts are established accurately, completely, and in accordance with defined service-level expectations.
• Maintain standardized account setup procedures, documentation requirements, and process controls.
• Identify account setup errors, process gaps, and recurring issues and implement corrective actions.
• Partner with Sales, Operations, Finance, and other business functions to ensure accurate and timely account activation.
• Monitor account setup cycle times and accuracy metrics and address performance gaps.

• Drive timely resolution of account-related customer service requests and process issues.
• Develop, document, and maintain the account escalation protocol.
• Ensure 100% adherence to established escalation documentation, tracking requirements, and processes.
• Conduct root cause analysis on recurring account and customer service issues.
• Escalate systemic process failures and customer-impacting risks to appropriate leadership.
• Partner cross-functionally to develop sustainable corrective and preventive actions.

• Own and manage on-site account reviews, customer experience reviews, and other required customer account documentation processes.
• Ensure that required customer reviews are completed, consolidated, and maintained in accordance with established timelines and procedures.
• Manage the merging and reconciliation of account review and customer experience review information.
• Establish documentation standards and controls to ensure customer account information is accurate and complete.
• Monitor completion rates and address gaps in required account documentation.
• Ensure customer account documentation supports operational execution and customer service expectations.

• Own and manage the On-Time-In-Full (OTIF) delivery process.
• Monitor OTIF delivery performance against established company targets.
• Identify service failures, delays, and process breakdowns impacting OTIF delivery performance.
• Partner with Operations, Logistics, Sales, and Customer Care teams to resolve OTIF performance issues.
• Conduct root cause analysis on missed OTIF delivery targets.
• Develop and track corrective action plans designed to improve OTIF delivery performance.
• Provide regular…