Customer Excellence Advocate

To support our growth, we are looking for a customer service advocate to join our team. This role plays a critical part in ensuring our customers’ interactions with Daniels Health are seamless – from communicating to scheduling, issue resolution and fact-finding; you will do it all! An essential service provider to Healthcare, Daniels Health was founded with the vision of “making healthcare safer” – and for the last 20 years in the United States we have achieved this through innovative safety products and clinically-focused waste services that lead the industry. This is our “why”, our “how” is delivering the highest standard of service we can; you will be joining a team passionate about service excellence. What will you do day to day?Systems Leadership DesignSupport the operation of our Salesforce program, including configuration, user training, continuous improvement, and cross-department alignment.Act as a subject matter expert for internal communications systems – email, chat, and telephony – designing and refining how we use these tools across the organization.Improve how our customers interact with us and how we interact with our customers – making experiences that are easy for both partiesCustomer Experience CommunicationOwn all outbound customer communications, ensuring alignment with our brand tone: approachable, professional, and human—without 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.CX Support Across BusinessLiaise directly with Business Units as their dedicated CX point of contact, ensuring consistent support, communication, and alignment with Support Office teams.Be able to temporarily fulfill the duties of a Customer Service team member – from Advocate to Manager – as needed. This support may be performed in person or remotely depending on the needs of the business unit.As necessary, provide support to various departments such as account management, billing, accounts receivable, logistics, and supply chain. Root Cause Analysis Continuous ImprovementEvaluate root cause analysis (RCA) for service issues, complaints, and other operational deficiencies—proactively and reactively.Ensure corrective actions are implemented, tracked, and communicated.Collaborate with subject matter experts across departments to drive systemic improvements and reduce recurring issues.Cross-Functional CollaborationAct 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.Reporting Metrics ManagementMaintain 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.Business Financial AcumenUnderstand the financial impact of service decisions—costs 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 do you need to be successful?5+ years of experience in Customer Service.Experience in logistics, waste management, or other regulated service industries is desirable, but not required.High proficiency in Salesforce and Microsoft Office SuiteStrong analytical skills and comfort with data-driven decision-making.Ability to manage priorities, adapt quickly, and thrive in a dynamic environment.Proven track record of improving processes and driving customer satisfaction.Excellent communication skills with the ability to tailor tone appropriately for both internal and external stakeholders.Familiarity with Root Cause Analysis methodologies and continuous improvement frameworks.Willingness and ability to travel 30–40% nationally.Experience working cross-functionally and across remote teams.If you are looking for a fast paced and busy environment, then we have the environment for you!Learn more about us and our mission! Daniels Health Sharpsmart is an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. Daniels Health Sharpsmart prohibit discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law. Daniels Health Sharpsmart conforms to the spirit as well as to the letter of all applicable laws and regulations.Originally posted on Himalayas

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