Customer Excellence Advocate

What will you do day to day?

• Systems Leadership Design
• Support 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 parties
• Customer Experience Communication
• Own 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 Business
• Liaise 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 Improvement
• Evaluate 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 Collaboration
• 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.
• Reporting Metrics Management
• 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.
• Business Financial Acumen
• Understand 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 Suite
• Strong 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.

Originally posted on Himalayas