Customer Service Director

Customer Service Director

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!

Why Join Pinnacle Propane?

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.

Position Summary

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.

Essential Job Functions:

Account Lifecycle Management

• 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.

Customer Issue Resolution and Escalation

• 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.

Customer Account Reviews and Documentation

• 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.

Delivery On-Time-In-Full (OTIF) Process

• 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 reporting and performance updates regarding OTIF delivery results.

Performance Metrics and Reporting

• Own and manage customer account performance metrics, scorecards, and aging reports.
• Monitor account setup accuracy and cycle time.
• Track customer issue resolution performance and escalation aging.
• Monitor account and customer experience review completion rates.
• Track OTIF delivery performance.
• Manage aging account backlogs and ensure established thresholds are maintained.
• Identify performance trends, risks, and process gaps using available data.
• Develop corrective action plans when performance falls below established targets.
• Provide regular performance reporting to leadership and key business stakeholders.
• Ensure performance data is accurate, timely, and actionable.

Process Control and Continuous Improvement

• Maintain process controls for critical customer account and service processes.
• Ensure standardized processes and Standard Operating Procedures are consistently followed.
• Identify process variations and address failures to execute established procedures.
• Lead continuous improvement initiatives designed to improve account accuracy, customer service, and operational efficiency.
• Use data and root cause analysis to identify underlying process issues.
• Develop and implement sustainable process improvements.
• Partner with Process Owners and cross-functional leaders to improve customer-facing processes.
• Support organizational and Center of Excellence initiatives related to customer experience and process execution.

Training and Cross-Training

• Develop and deliver training on customer account processes, systems, escalation protocols, and performance expectations.
• Establish and maintain a structured cross-training program for critical customer care processes.
• Ensure employees demonstrate competency in assigned account processes.
• Maintain training documentation and process reference materials.
• Identify skill and knowledge gaps and implement appropriate training solutions.
• Support the onboarding and development of new Customer Care employees.
• Promote knowledge sharing and process consistency across the Customer Care team.

Team Leadership and Accountability

• Lead, coach, and develop assigned Customer Care employees.
• Establish clear individual and team performance expectations.
• Hold employees accountable for process execution, documentation accuracy, issue resolution, and established performance standards.
• Conduct regular performance discussions and coaching sessions.
• Address performance gaps through coaching, training, and, when appropriate, formal performance management.
• Promote a culture of accountability, process discipline, customer ownership, and continuous improvement.
• Partner with Human Resources on employee development and performance management matters.

Basic Qualifications:

• Associate's or Bachelor's degree in Business Administration, Supply Chain, Operations, or a related field preferred; equivalent relevant work experience may be considered.
• Three or more years of experience in account management, customer service, customer care operations, or order-to-cash processes.
• Previous leadership or supervisory experience preferred.
• Demonstrated experience managing customer account processes and issue resolution.
• Experience working in a multi-location, service-based, distribution, energy, propane, logistics, or operational environment preferred.
• Experience using performance metrics and operational data to drive process improvement.
• Experience developing and delivering training materials to employees, peers, or new hires.

Knowledge, Skills, and Abilities

• Strong working knowledge of customer account management systems.
• Strong understanding of customer account lifecycle and issue-resolution processes.
• Demonstrated ability to manage competing priorities and resolve issues under time pressure.
• Strong analytical and root cause problem-solving skills.
• Ability to interpret performance data and develop actionable improvement plans.
• Strong process management and organizational skills.
• Ability to develop, document, and maintain standardized processes and procedures.
• Excellent written and verbal communication skills.
• Strong cross-functional collaboration and influencing skills.
• Ability to coach and train employees on complex processes.
• Strong attention to detail and commitment to data and account accuracy.
• Demonstrated ability to drive accountability and process discipline.

Required/Preferred Certifications

• Customer Service and/or Conflict Resolution certification preferred.
• Continuous Improvement, Lean, or process management training preferred.

Disclaimer: This job description outlines the general nature and level of work performed by employees assigned to this position. It is not