As the Customer Service Manager, you are the leader and expert of all customer service and administrative functions within your business unit. You play a critical role in ensuring a seamless and professional customer experience while also driving operational efficiency, team development, and interdepartmental collaboration.You’re hands-on, knowledgeable, and unafraid to jump into the day-to-day when needed. You advocate for the customer internally and act as a key contributor to the overall performance and culture of your business unit.What you will do Team Leadership & Development:Lead, coach, and develop a cross-functional Customer Service team of generalists with specialty knowledge in specific areas.Foster a culture of high accountability, collaboration, and customer-first thinking.Support employee engagement and retention initiatives within the business unit as a whole; contribute to improving overall team morale and communication.Customer Experience & Communication:Own all outbound customer communications, ensuring alignment with our brand tone: approachable, professional, and human—without unnecessary jargon.Host recurring customer meetings, as necessary - reviewing service metrics and managing follow-ups for Daniels-owned action items.Maintain and enhance the customer experience while balancing cost-efficiency and operational realities.Systems & Process Expertise:Serve as the business unit expert in Salesforce, RouteOptix/Tegos, Microsoft Office Suite, and internal communication tools (Outlook, Teams).Drive system adoption and process standardization within your team and across departments.Root Cause Analysis & Continuous Improvement:Lead root cause analysis (RCA) for service issues, complaints, and other operational deficiencies—proactively and reactively.Ensure corrective actions are implemented, tracked, and communicated.Collaborate with subject matter experts across departments to drive systemic improvements and reduce recurring issues.Cross-Functional Collaboration:Act as a liaison between Customer Service and key departments: Operations, Transportation, Account Management, and Finance.Understand key operational functions (e.g., routing, container handling, loading/unloading, compliance) to inform customer service decisions.Provide actionable insights and recommendations to drive interdepartmental improvements.Reporting & Metrics Management:Maintain deep knowledge of customer service KPIs: service performance, container quality, issue trends, etc.Develop and deliver reports that track team performance, customer trends, and operational health.Use data to identify trends, influence strategy, and recommend process enhancements.Business & Financial Acumen:Understand the financial impact of service decisions—costs of service, operational expenses, profitability thresholds.Balance customer expectations with cost-effective delivery and long-term business sustainability.Make informed decisions about service adjustments, timing, and resource allocation.What we are looking for5+ years of experience in Customer Service, with at least 2 years in a leadership role.Experience in logistics, waste management, or other regulated service industries is desirable, but not required.High proficiency in Salesforce and Microsoft Office SuiteStrong analytical skills and comfort with data-driven decision-making.Proven track record of leading teams, improving processes, and driving customer satisfaction.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.Why work for us?Job stability – as an essential service to healthcare we are non-seasonal and recession proof.Benefits – Medical, Dental, and Vision Insurance (Your Medical, Dental and Vision benefits are effective on DAY ONE. All other benefits are effective 1st of the month following 30 days of employment). Paid Short-term disability ($0 cost to you!). Company sponsored life insurance. Accident Insurance and Voluntary long-term disability options!401K Matching Plan – We have a 50% employer match on up to 6% contribution (up to 3% employer contribution!) with a 5 year vesting schedule (year 1 - 10%, year 2 - 20%, year 3 - 40%, year 4 - 60%, year 5 - 100%). There is no waiting period on the employer match!Permanent position – This is a Full-time permanent role of 40 hours per week  Who are we? We are a healthcare service company providing safety systems and medical waste collection for hospitals, medical centers, surgical centers, nursing homes and an array of customers within the healthcare setting. Our focus is delivering quality and safety-focused medical waste management services that reduce needlestick injuries, positively impact infection control and reduce environmental burden. As a service to our customers we dispose and treat medical waste on site at our treatment facilities across the U.S. 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.