Customer Service Manager
Customer Service Manager
Posted on :
24-05-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
24-05-2025
Job Description
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.
Youre 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 humanwithout 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 deficienciesproactively 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 decisionscosts 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
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
