Customer Service Manager

Daniels Health • Baltimore, MD

127d

About The Position

Join Daniels Health, a mission-driven leader in healthcare waste management, as our Customer Service Manager based at our plant in Baltimore, MD. At Daniels, we’re 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 Baltimore team, you’ll lead customer service operations with passion and precision, ensuring our clients receive outstanding support while helping drive continuous improvement and innovation.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• 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

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 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees