Source Logistics · 1 week ago
Director of Customer Service
The Woodlands, TX
Full-time
Onsite
Director/Executive
$130K/yr - $150K/yrSource Logistics specializes in customized logistics and supply chain solutions in US markets. The Director of Customer Service is responsible for leading the customer service strategy, focusing on billing accuracy and enhancing the customer financial experience across all locations.
Logistics
Responsibilities
Lead the overall customer service strategy across all Source Logistics locations
Build, mentor, and manage regional customer service leadership and teams
Establish consistent service standards, policies, and procedures
Serve as the executive escalation point for complex customer issues
Own customer billing processes end to end, ensuring accuracy, timeliness, and consistency
Partner closely with Finance to align billing systems, processes, and controls
Oversee billing systems usage, data integrity, and customer invoicing workflows
Lead initiatives to reduce billing errors, disputes, and credits
Analyze billing trends, discrepancies, and root causes to drive corrective actions
Implement process improvements that improve billing accuracy and customer confidence
Ensure customer contracts, rate cards, and services align correctly with billing output
Partner with Operations and Transportation leadership to align executed services with billing
Ensure operational activities are accurately reflected in customer invoices
Support customer onboarding to ensure clean billing setup from day one
Collaborate with Sales and Account Management on pricing, renewals, and customer retention
Define and track KPIs related to customer satisfaction, billing accuracy, dispute rates, and resolution timelines
Present customer service and billing performance metrics to executive leadership
Use data to drive continuous improvement across service and billing functions
Qualification
Required
Senior leadership experience in customer service or account management within a 3PL warehousing and distribution environment, supporting high-volume daily transactions
Strong experience with WMS and order management systems, including customer-facing workflows and system-driven execution
Proven ability to improve service execution and data accuracy, resulting in reduced billing disputes, revenue leakage, and manual effort
Experience leading multi-site, distributed customer service or account management teams in an operational environment
Strong understanding of warehouse operations, labor drivers, order fulfillment flows, and how customer service decisions impact execution and cost
Demonstrated ability to design scalable processes, standardize service delivery, and control SG&A while maintaining a high-quality customer experience
Experience partnering cross-functionally with Operations, IT/WMS, Finance, and Executive Leadership
Strong analytical and problem-solving skills with the ability to make enterprise-level tradeoffs between service, cost, and execution
Onsite role at a Source Logistics location
Approximately 25 percent travel across sites
Preferred
Bachelor's degree preferred; equivalent experience considered
Spanish preferred
Benefits
Solid benefits package
401(k) plan with company match
Competitive PTO policy
Career growth opportunities
Company
Source Logistics
Source Logistics provides customized logistics and supply chain solutions.
Founded in 1999
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$3.36MKey Investors
CVF Capital Partners
2023-11-02Acquired
2008-03-25Private Equity· $3.36M
Leadership Team
Marcelo Sada
CEO
Recent News
2025-08-13
Company data provided by crunchbase