Knight-Swift Warehousing & Fulfillment ยท 3 weeks ago
Director of Customer Service
Mesquite, TX, US
Full-time
Onsite
Director/Executive
$145K/yr - $170K/yr
10+ years expKnight-Swift Warehousing & Fulfillment is a rapidly growing Third-Party Logistics (3PL) company focused on customer-centric logistics solutions. The Director of Customer Service will lead the service function, transforming it into an enterprise-level department while ensuring operational excellence and customer satisfaction.
Transportation/Trucking/Railroad
Responsibilities
Transform the CS function from a small team to a structured, enterprise-ready department
Define the strategy, establish KPIs (CSAT, NPS, Response Time), and build the reporting structure to prove success
Hire, coach, and mentor Managers and representatives, fostering a culture that is obsessively customer-first
Design and implement scalable Standard Operating Procedures (SOPs) to ensure consistency across all channels
Oversee daily operations, handling complex escalations and preventing recurring issues
Lead the optimization of our CRM (HubSpot) to automate workflows and streamline the customer journey
Manage customer contract renewals, coordinate timelines, and secure signatures
Draft and update Statements of Work (SOWs) based on operational data and feedback to ensure clarity of services
Collaborate with Sales to structure pricing models and rate changes that align with company profitability targets
Analyze cost-to-serve data and customer volume to recommend SOW modifications that protect margins while satisfying clients
Lead Quarterly Business Reviews (QBRs) with key clients to drive growth and alignment
Collaborate with Operations, Sales, and Technology to solve systemic issues and align service strategies with company goals
Serve as the primary liaison during renewal cycles, clearly communicating scope and pricing changes to all stakeholders
Qualification
Required
10+ years of progressive experience in Customer Service Management, Account Management, or Customer Success
Strong working knowledge of Warehousing and 3PL operations
Proven success scaling a function from a small team to a large, structured department
Experience optimizing workflows and CRM systems
Solid business acumen, capable of managing contracts, SOWs, and understanding financial margin goals
Preferred
HubSpot certification or experience is highly preferred
Benefits
Health Coverage That Starts Fast: Medical, Dental & Vision kicks in the 1st of the month after just 30 days.
Smile on Us: We are covering your dental premiums for all of 2026!
Invest in YOU: Full tuition grants & tuition reimbursement.
Security: Paid Life Insurance + 401(k) with company match.
Time Off from Day One: PTO, holidays, and 2 floating holidays for flexibility.
Weekly Paychecks: Because waiting is overrated.
Celebrate Success: Eligibility for quarterly performance bonuses.
Company
Knight-Swift Warehousing & Fulfillment
Knight-Swift Warehouse & Fulfillment (KSWF) is a full-service supply chain and logistics provider (3PL) with a national presence.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase