Customer Service Manager

Job Description

Job Description

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: 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 and continuous improvement frameworks
• Familiarity with tracking customer service metrics like Net Promoter Score (NPS)

Nice-to-Have Qualifications:

• Experience in logistics, waste management, or regulated service industries
• Experience outside of a call center environment
• Ability to implement process improvements and cost-saving initiatives

Why You’ll Love Working Here:

• Industry Leader: Over 20 years of excellence in medical waste management with top-tier NPS and delivery-reliability scores
• 401K Matching: 50% employer match on up to 6% contribution (up to 3% employer contribution), with match starting Day 1, 5 year vesting schedule
• Comprehensive Benefits: Medical, Dental, and Vision coverage effective Day 1; paid short-term disability; company-sponsored life insurance; and more
• Job Stability: As an essential healthcare service provider, we’re recession-proof and non-seasonal
• Permanent Role: Full-time, Monday - Friday, 8:30 AM - 5 PM
• Empowering, visionary culture: We think differently, act boldly, and value authenticity, creativity, and trust. Our team thrives on innovation, agility, and purpose-driven work, where every unique talent contributes to meaningful impact in healthcare

Ready to Apply?

We’d love to hear from you! Click “Apply” to start your journey with Daniels Health. Our hiring process includes a brief phone screen, on-site interview, and a video interview. We’re excited to meet candidates who are passionate about service and eager to grow.

Daniels Health & Sharpsmart is an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. Daniels Health & Sharpsmart prohibit discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law. Daniels Health & Sharpsmart conforms to the spirit as well as to the letter of all applicable laws and regulations.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.