Customer Service Manager
| Company | Daniels Health |
|---|---|
| Location | Baltimore, MD, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 5+ years of experience in Customer Service, with at least 2 years in a leadership role.
- High proficiency in Salesforce and Microsoft Office Suite
- Strong analytical skills and comfort with data-driven decision-making.
- 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.
Responsibilities
- Lead, coach, and develop a cross-functional Customer Service team of generalists with specialty knowledge in specific areas.
- Own all outbound customer communications, ensuring alignment with our brand tone: approachable, professional, and human—without unnecessary jargon.
- 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).
- Lead root cause analysis (RCA) for service issues, complaints, and other operational deficiencies—proactively and reactively.
- Act as a liaison between Customer Service and key departments: Operations, Transportation, Account Management, and Finance.
- Maintain deep knowledge of customer service KPIs: service performance, container quality, issue trends, etc.
- Understand the financial impact of service decisions—costs of service, operational expenses, profitability thresholds.
Preferred Qualifications
- Experience in logistics, waste management, or other regulated service industries is desirable, but not required.