Customer Service Manager
Baltimore, MD
USA – Operations - Customer Service /
Full Time /
On-site
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 will you 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 are we looking for?
- 5+ 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 Suite
- Strong 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
