Customer Service Manager

Customer Service Manager

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.

You're 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?

• 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.
• 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.
• 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.
• Lead root cause analysis (RCA) for service issues, complaints, and other operational deficienciesproactively and reactively.
• Ensure corrective actions are implemented, tracked, and communicated.
• 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.
• 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.
• 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?

Why work for us?