Customer Service Lead

About the role

We're looking for a Customer Service Lead to join our dynamic team. This role involves supporting all customer service and administrative functions related to hazardous waste logistics, serving as the first point of contact for hospitals and healthcare facilities, and continuously seeking ways to improve processes and enhance customer experience.

Responsibilities

• Support all customer service and administrative functions related to hazardous waste logistics, including preparing and closing manifests, creating route books, scheduling with third-party incinerators, and ensuring regulatory compliance
• Serve as the first point of contact for hospitals and healthcare facilities via phone and email
• Investigate and resolve customer requests and complaints using Salesforce
• Cook up and distribute manifests, tracking forms, and process documents
• Coordinate with production and transport teams to ensure timely deliveries
• Create and distribute manifests, tracking forms, and process documents
• Support daily routing logistics and inventory coordination
• Collaborate across departments to manage account changes and generate reports
• Analyze customer and operational data to identify trends and improve service delivery
• Continuously seek ways to improve processes and enhance customer experience

Requirements

• 3-5 years of customer service or administrative experience
• 2-5 years of leadership experience
• Ability to work independently onsite with minimal supervision, demonstrating strong self-management and decision-making skills
• Proficiency in Microsoft Office; Salesforce experience is a plus
• Comfortable working with data to support decisions and process improvements
• Highly organized, adaptable, and able to manage multiple priorities
• Willingness to work flexible hours, including weekends or holidays as needed

Nice-to-Have Qualifications

• Experience in healthcare, logistics, or service-based industries
• Proven track record of improving processes or customer satisfaction
• Familiarity with inventory or routing systems
• Experience working with hazardous waste admin

Benefits

At Daniels Health, we offer a comprehensive benefits package that includes:

• Medical, Dental, and Vision coverage effective Day 1
• Paid short-term disability
• Company-sponsored life insurance
• Professional development opportunities