Customer Service Lead

To support our growing customer base and strengthen our customer service leadership capacity, we are looking for a Customer Service Lead to join our team at our Salt Lake City facility. This role will refine business processes, strengthen reporting, and drive initiatives to enhance customer experience, while owning issue resolution and mentoring colleagues.

Responsibilities

• Provide phone and email support to clinical and administrative customers, addressing questions, resolving issues, and managing scheduling or stock updates
• Delegate tasks and projects to team members with clear follow-up, accountability, and reporting
• Log, investigate, and resolve customer requests and complaints in Salesforce with accurate documentation and timely escalation
• Maintain and update filing systems, inventory records, and database information
• Partner with production and transport teams to support efficient deliveries, including creating manifests, preparing production documents, managing stock, printing waste transfer forms, and assisting with truck routing
• Coordinate account changes across departments (billing, sales, logistics) and create reports for leadership on key metrics, KPIs, and issue resolution
• Identify opportunities to improve administrative processes and support colleagues’ skill development to enhance efficiency and quality of work

Requirements

• Minimum 2 years of customer service experience in manufacturing, transportation, retail, or hospitality, with demonstrated responsibility beyond frontline support
• Strong relationship-building skills and a confident, approachable leadership presence that strengthens trust with both customers and internal teams
• Proven ability to lead, motivate, and guide a team while collaborating effectively across departments to resolve issues and improve the customer experience
• Technically proficient with Microsoft Office; experience with Salesforce and ERP systems highly valued, especially for driving reporting accuracy and workflow oversight
• Exceptional written and verbal communication skills with strong attention to detail, documentation discipline, and the ability to coach others on quality standards
• Flexibility to work weekends, holidays, or varied hours based on production needs, with a proactive mindset for continuous process and service improvements
• Ability to reliably commute to our Salt Lake City plant

Benefits

• Comprehensive medical, dental, and vision insurance effective on Day One
• Paid short-term disability and 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
• Full-time, permanent position (40 hours per week) with long-term career potential
• Opportunities for growth and development in leadership, data analysis, and cross-functional collaboration

About Us

We are a healthcare service company providing safety systems and medical waste collection for hospitals, medical centers, surgical centers, nursing homes, and other healthcare customers. Our focus is delivering quality and safety-focused medical waste management services that reduce needlestick injuries, positively impact infection control, and reduce environmental burden.