Daniels Health-posted 2 months ago
Full-time • Mid Level
Baltimore, MD
501-1,000 employees
Waste Management and Remediation Services

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.

  • Lead & Develop Team
  • Manage a cross-functional customer service team, fostering accountability and collaboration
  • Support employee engagement and retention initiatives
  • Customer Experience & Communication
  • Oversee outbound communications and host customer meetings
  • Ensure service delivery aligns with brand tone and operational efficiency
  • Data Analysis & Process Improvement
  • Analyze service data to identify trends and root causes
  • Drive corrective actions and continuous improvement initiatives
  • Systems & Cross-Functional Collaboration
  • Champion system adoption (Salesforce, RouteOptix/Tegos) and process standardization
  • Collaborate with Operations, Transportation, and Finance to enhance service outcomes
  • Reporting & Business Acumen
  • Monitor KPIs and deliver performance reports
  • Make informed decisions balancing customer needs with financial sustainability
  • 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
  • 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
  • Job Stability - As an essential service to healthcare, Daniels Health is non-seasonal and recession-proof
  • 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
  • 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
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