Director of Customer Service

About Us:

At Source Logistics, we specialize in offering customized logistics and supply chain solutions in US markets, including Full Service Warehousing, Order Processing, E-commerce Fulfillment, Marketing Fulfillment, Complete Transportation Solutions, and Information/Data Supply Chain Services.

We support a variety of industries such as food and beverage, apparel, retail, health and beauty, medical, industrial, technology, financial, and more. Our mission is to help US and foreign-based companies expand their presence in the US by delivering competitive and tailored supply chain solutions.

We currently manage 5.6 million square feet of warehouse space, strategically located throughout the US, with facilities in Los Angeles, CA; Chicago, IL, N. Monroe, NJ; Portland, OR; Houston, TX; and Laredo, TX.

About The Role:

The VP of Customer Service is responsible for leading the company’s customer service strategy with a strong emphasis on billing accuracy, billing processes, and customer financial experience. This role owns customer facing operations across all locations and ensures service delivery, billing execution, and issue resolution are consistent, accurate, and scalable.

This position will work closely with Operations, Transportation, Finance, and Executive Leadership to improve customer satisfaction, reduce billing errors, and drive process improvements that directly impact revenue and retention.

Responsibilities:

Customer Service Leadership and Strategy
• 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

Billing and Financial Accuracy Focus
• 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

Operational and Cross Functional Alignment
• 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

Performance and Reporting
• 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

Requirements:

• 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
• Bachelor’s degree preferred; equivalent experience considered
• Spanish preferred
• Onsite role at a Source Logistics location
• Approximately 25 percent travel across sites

Perks:

• Solid benefits package
• 401(k) plan with company match
• Competitive PTO policy
• Career growth opportunities