Customer Service Manager

Customer Service Manager

Lead with purpose. Drive operational excellence. Make healthcare safer. Daniels Health is seeking a Customer Service Manager to lead a dynamic team in delivering exceptional service to our healthcare clients. This is a hands-on leadership role where you'll champion customer experience, drive process improvements, and collaborate across departments to ensure seamless operations. We're on a mission to make healthcare safer. Daniels Health provides reusable medical waste containers designed to reduce needlestick injuries and support sustainability. After use, we professionally clean and sanitize each container for reuse, while responsibly disposing of medical waste at our treatment facilities. Our closed-loop system ensures safety, compliance, and environmental responsibility for our customers.

What You'll Do:

• Lead & Develop a High-Performing Team: Coach and mentor a cross-functional customer service team, fostering accountability, collaboration, and a customer-first mindset.
• Own the Customer Experience: Manage all outbound communications, host service review meetings, and ensure every customer interaction reflects our brand's approachable and professional tone.
• Drive Process Excellence: Champion system adoption (Salesforce, RouteOptix/Tegos), standardize workflows, and lead root cause analysis to resolve service issues and prevent recurrence.
• Coordinate Operational Administration: Generate driver manifests, collaborate with the transportation team to close out routes, and gather driver feedback on customer site visits.
• Collaborate Across Departments: Act as a liaison between Customer Service, Operations, Transportation, Account Management, and Finance to align service delivery with operational capabilities.
• Leverage Data for Impact: Track and report on KPIs-including Net Promoter Score and Salesforce case time-to-close-customer trends, and team performance. Use insights to influence strategy and recommend improvements.
• Balance Service & Sustainability: Make informed decisions that meet customer expectations while supporting long-term business goals and cost-efficiency.

Must-Have Qualifications:

• 5+ years of customer service experience, including 2+ years in a leadership role
• Strong proficiency in Salesforce and Microsoft Office Suite
• Proven ability to lead teams, improve processes, and drive customer satisfaction
• Analytical mindset with experience in data-driven decision-making
• Familiarity with Root Cause Analysis