Customer Service Manager

Customer Service Manager

Join Daniels Health, a mission-driven leader in healthcare waste management, based at our plant in Shakopee, MN. At Daniels, we are transforming the way healthcare organizations manage waste-prioritizing safety, sustainability, and service excellence. This is more than just a management role; it's an opportunity to be part of a company that's making a real impact in hospitals and clinics across the country. As a key member of our Shakopee team, you'll lead customer service operations with passion and precision, ensuring our clients receive outstanding support while helping drive continuous improvement and innovation.

What you will do:

• Lead & Develop Team: Manage a cross-functional customer service team, fostering accountability and collaboration.
• Support employee engagement and retention initiatives.
• Customer Experience & Communication: Oversee outbound communications and host customer meetings. Ensure service delivery aligns with brand tone and operational efficiency.
• Data Analysis & Process Improvement: Analyze service data to identify trends and root causes. Drive corrective actions and continuous improvement initiatives.
• Systems & Cross-Functional Collaboration: Champion system adoption (Salesforce, RouteOptix/Tegos) and process standardization. Collaborate with Operations, Transportation, and Finance to enhance service outcomes.
• Reporting & Business Acumen: Monitor KPIs and deliver performance reports. Make informed decisions balancing customer needs with financial sustainability.

What we are looking for:

• Must-Have Qualifications: 5+ years of experience in Customer Service, including at least 2 years in a leadership role. Strong analytical skills with a proven ability to make data-driven decisions. High proficiency in Salesforce and Microsoft Office Suite. Demonstrated success in leading teams, improving processes, and driving customer satisfaction. Excellent communication skills, adaptable for both internal and external stakeholders. Familiarity with Root Cause Analysis and continuous improvement methodologies.
• Nice-to-Have Qualifications: Experience in logistics, waste management, or other regulated service industries. Advanced knowledge of data visualization or reporting tools. Exposure to cross-functional collaboration in operational environments.

Why work for us:

• Job Stability - As an essential service to healthcare, Daniels Health is non-seasonal and recession-proof.
• Comprehensive Benefits - Medical, Dental, and Vision Insurance effective on Day One; Paid Short-Term Disability; Company-sponsored Life Insurance; Voluntary Long-Term Disability and Accident Insurance.
• 401K Matching Plan - 50% employer match on up to 6% contribution (up to 3% employer contribution) with a 5-year vesting schedule and no waiting period on the match.
• Permanent Position - Full-time, 40 hours per week with long-term career potential.
• Mission-Driven Work - Be part of a company that's making healthcare safer and more sustainable through innovative waste management solutions.
• Growth & Development - Opportunities to expand your skills in leadership, data analysis, and cross-functional collaboration within a supportive and evolving organization.
• $75,000 - $80,000 a year.

If you're passionate about leading teams, improving processes, and delivering exceptional customer experiences, we'd love to hear from you. At Daniels Health, you'll be part of a purpose-driven organization that values innovation, collaboration, and personal growth.