• Job Description

  Req#: 0c14d033-a651-46a9-95dc-199c93f43b0d

  As the Customer Service Manager, you are the leader and expert of all customer service and administrative functions within your business unit. You play a critical role in ensuring a seamless and professional customer experience while also driving operational efficiency, team development, and interdepartmental collaboration.

  You’re hands-on, knowledgeable, and unafraid to jump into the day-to-day when needed. You advocate for the customer internally and act as a key contributor to the overall performance and culture of your business unit.

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  What will you do?

  • Team Leadership & Development:
  • Lead, coach, and develop a cross-functional Customer Service team of generalists with specialty knowledge in specific areas.
  • Foster a culture of high accountability, collaboration, and customer-first thinking.
  • Support employee engagement and retention initiatives within the business unit as a whole; contribute to improving overall team morale and communication.
  • Customer Experience & Communication:
  • Own all outbound customer communications, ensuring alignment with our brand tone: approachable, professional, and human—without unnecessary jargon.
  • Host recurring customer meetings, as necessary - reviewing service metrics and managing follow-ups for Daniels-owned action items.
  • Maintain and enhance the customer experience while balancing cost-efficiency and operational realities.
  • Systems & Process Expertise:
  • Serve as the business unit expert in Salesforce, RouteOptix/Tegos, Microsoft Office Suite, and internal communication tools (Outlook, Teams).
  • Drive system adoption and process standardization within your team and across departments.
  • Root Cause Analysis & Continuous Improvement:
  • Lead root cause analysis (RCA) for service issues, complaints, and other operational deficiencies—proactively and reactively.
  • Ensure corrective actions are implemented, tracked, and communicated.
  • Collaborate with subject matter experts across departments to drive systemic improvements and reduce recurring issues.
  • Cross-Functional Collaboration:
  • Act as a liaison between Customer Service and key departments: Operations, Transportation, Account Management, and Finance.
  • Understand key operational functions (e.g., routing, container handling, loading/unloading, compliance) to inform customer service decisions.
  • Provide actionable insights and recommendations to drive interdepartmental improvements.
  • Reporting & Metrics Management:
  • Maintain deep knowledge of customer service KPIs: service performance, container quality, issue trends, etc.
  • Develop and deliver reports that track team performance, customer trends, and operational health.
  • Use data to identify trends, influence strategy, and recommend process enhancements.
  • Business & Financial Acumen:
  • Understand the financial impact of service decisions—costs of service, operational expenses, profitability thresholds.
  • Balance customer expectations with cost-effective delivery and long-term business sustainability.
  • Make informed decisions about service adjustments, timing, and resource allocation.

  
  

  What are we looking for?

  • 5+ years of experience in Customer Service, with at least 2 years in a leadership role.
  • Experience in logistics, waste management, or other regulated service industries is desirable, but not required.
  • High proficiency in Salesforce and Microsoft Office Suite
  • Strong analytical skills and comfort with data-driven decision-making.
  • Proven track record of leading teams, improving processes, and driving customer satisfaction.
  • Excellent communication skills with the ability to tailor tone appropriately for both internal and external stakeholders.
  • Familiarity with Root Cause Analysis methodologies and continuous improvement frameworks.

  
  

  Why work for us?

  • Job stability – as an essential service to healthcare we are non-seasonal and recession proof.
  • Benefits – Medical, Dental, and Vision Insurance (Your Medical, Dental and Vision benefits are effective on DAY ONE. All other benefits are effective 1st of the month following 30 days of employment). Paid Short-term disability ($0 cost to you!). Company sponsored life insurance. Accident Insurance and Voluntary long-term disability options!
  • 401K Matching Plan – We have a 50% employer match on up to 6% contribution (up to 3% employer contribution!) with a 5 year vesting schedule (year 1 - 10%, year 2 - 20%, year 3 - 40%, year 4 - 60%, year 5 - 100%). There is no waiting period on the employer match!
  • Permanent position – This is a Full-time permanent role of 40 hours per week

  
  

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• About the company

  Daniels, a full service provider of medical, sharps and biohazardous waste disposal and clinical product solutions to the US healthcare industry. National services across the United States.

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