Customer Service Manager
Daniels Health
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
Requirements
- 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.