Customer Service Manager

About the role

Daniels Health invites applications for the position of Customer Service Manager at our manufacturing and distribution facility located in Orlando, Florida. We are a mission-driven organization dedicated to improving healthcare waste management through innovation, safety, and environmental responsibility. This role represents a leadership opportunity to manage the full spectrum of client relationships and contribute directly to the operational excellence of our national network serving hospitals and clinics. In this capacity, you will serve as the primary owner for the customer experience lifecycle, managing interactions from initial contact through complete resolution. Your leadership will define the reliability and professionalism that central Florida partners associate with our brand. You will provide strategic direction for complex cases, ensuring all hospital and clinic partners receive assistance that is precise, composed, and punctual. Success in this position means driving consistency in service delivery while identifying chances to enhance our operational approach.

Key facts

What you'll do

Design and manage the intake process for customer inquiries, creating workflows that secure vital information efficiently and set the stage for rapid response. Coordinate with internal operations to translate client requests into actionable plans for field teams, ensuring alignment between office strategy and on-site execution. Supervise the accuracy and compliance of documentation, maintaining records that are reliable, traceable, and accessible for future reference and audits. Analyze the map of interactions across partner networks to identify and eliminate bottlenecks that cause delays, smoothing the journey for hospital and clinic stakeholders. Monitor the quality of service patterns using data and feedback, allowing you to identify recurring issues and initiate corrective measures before problems escalate into critical failures. Act as a liaison between our policies and the customer-facing teams, providing education to ensure internal practices support satisfaction and adherence to standards. Guide the evolution of digital tools, scripts, and procedural workflows used during every client exchange, refining touchpoints to reflect best practices and regulatory expectations. Lead complex case resolution from initial contact to closure, taking ownership of difficult escalations and preserving the integrity of the customer relationship through transparent communication.

Requirements

Applicants must bring a minimum of three years of experience in a customer-facing management role, preferably within the healthcare or associated service sectors where stakes and sensitivities are high. Demonstrated ability to manage high volumes of inquiries while maintaining calm, clear communication is mandatory, even when under pressure or handling critical issues. A solid understanding of medical waste regulations and the operational needs of healthcare facilities is required to ensure that service advice remains accurate and compliant. Proficiency with computer systems for case logging, status updates, and report generation is non-negotiable for success in this position, as every interaction leaves a digital trace. Candidates must be capable of interpreting complex information and translating it into simple, actionable guidance for clients across diverse technical comfort levels. The role demands resilience and professionalism, as you will encounter frustrated stakeholders and time-sensitive situations that require steady judgment. Strong attention to detail is essential to ensure that documentation, protocols, and communications meet the stringent expectations of a regulated industry. You must be legally authorized to work in the United States and pass any necessary background checks as part of the employment process at our Orlando facility.

Nice to have

While not required, prior experience with Daniels Health products, including Sharpsmart, ReMedi, and Medismart, will provide a distinct advantage in understanding system nuances and user expectations. Familiarity with these systems allows for a smoother transition and immediate contribution to our mission of safe and sustainable healthcare waste management.

Practical notes

This is a full-time role based at our Orlando, Florida location. The engagement follows standard business hours, and the successful candidate will join a team committed to safety, sustainability, and service excellence.