Customer Service Lead

Job description

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. This role will be pivotal in supporting our new Salt Lake City facility and broader leadership team to refine improved business processes, strengthen reporting and drive initiatives that will enhance our customers’ experience with us, as well as taking ownership of customer issue resolution and mentoring and developing colleagues in their skills and responsibilities. **This is a fully on site position based out of our Salt Lake City facility.** ### What you will do - 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. ### What we are looking for - 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 ### Why work for us - **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