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Daniels Health · 2 days ago

Customer Service Manager

Baltimore, MD

Full-time

Onsite

Mid, Senior Level

$70K/yr - $80K/yr

5+ years exp

Daniels Health is a mission-driven leader in healthcare waste management, and they are seeking a Customer Service Manager to lead customer service operations at their Baltimore plant. This role involves managing a cross-functional team, ensuring exceptional client support, and driving continuous improvement initiatives.

Health CareHealth DiagnosticsManufacturingMedical

Responsibilities

Lead & Develop Team

Manage a cross-functional customer service team, fostering accountability and collaboration

Support employee engagement and retention initiatives

Oversee outbound communications and host customer meetings

Ensure service delivery aligns with brand tone and operational efficiency

Analyze service data to identify trends and root causes

Drive corrective actions and continuous improvement initiatives

Champion system adoption (Salesforce, RouteOptix/Tegos) and process standardization

Collaborate with Operations, Transportation, and Finance to enhance service outcomes

Monitor KPIs and deliver performance reports

Make informed decisions balancing customer needs with financial sustainability

Qualification

Customer Service ManagementSalesforceData AnalysisProcess ImprovementCommunication SkillsRoot Cause AnalysisLogistics ExperienceData VisualizationTeam Leadership

Required

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

Ability to reliably commute to our plant in Baltimore, MD

Preferred

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

Benefits

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