Customer Service Manager

Job Overview

The Customer Service Manager has responsibility of an assigned service territory with direct supervision of route representatives. Responsible for Territory service safety and results, including but not limited to, customer retention, growth of the business, loss and ruin, piece budget, employee retention, accounts receivable (AR) collection, customer renewals, Vestis direct sales, customer satisfaction, route sales and credits.

Responsibilities/Essential Functions

Promote and sustain a safety culture

Effectively evaluate, coach, and develop Route Sales Representatives (RSRs) in your territory

Reports directly to a Service Manager or where a Sr. Territory Manager is present, will report to the Sr. Territory Manager. If neither are present, will report to the General Manager

Create a pervasive sales culture that fosters team selling via Together-In-Growth (TIG) and Shared Lead programs

Assist in the new account installations as directed by Service Manager and/or General Manager

Manages day to day activities of customer service program(s) for the territory

Visit all required customers each quarter to review growth and service opportunities

Ensure RSRs respond to and resolve all service requests timely

Sets clear expectations for customer service and leads by example

60% of time is spent traveling with service professionals, on route conducting observations and visiting customer locations (required visits, TIG days and/or day to day situation follow up)

Proactively follow up on accounts in jeopardy and resolve service concerns expeditiously

Negotiate and secure renewal agreements with existing customers that protect pricing and profitability

Recruit, select and hire Route Sales employees

Completes in-person meetings with each RSR once per week to review trends, performance, coach and identify opportunities for improvement.

Delivers and participates in training to ensure customer retention and service goals are met

Daily contact (via remote means) with RSRs to address any pending items/situations to ensure timely resolution.

Attend meetings and complete necessary administrative work to improve customer satisfaction

Coordinate collections for accounts receivable

Protect and manage merchandise control processes

Investigates and reports on all accidents or incidents, within 24 hours of notification

Knowledge/Skills/Abilities

Demonstrated ability to successfully interface with a variety of organizational functions to get the job done.

Strong interpersonal, analytical, communication, and customer service skills.

Considerable negotiation skills.

Computer proficiency, including working knowledge of MS Office software.

Exposure to sales function preferred.

Considerable skills in management, human relations, and communication.

Experience/Qualifications

High school diploma or equivalent; Bachelor’s degree in related field preferred or equivalent experience.

Two years of service and route-based industry experience, with proven track record for growing customer accounts

Previous profit and loss accountability and/or contract-managed service experience preferred

Significant customer interface and service experience

Production planning, maintenance, or warehouse operations experience preferred.

Working Environment/Safety Requirements/Physical Requirements

Majority of time will be driving your own vehicle or company step-van to call on customers and supervise employees in the assigned service territory. Will be exposed to weather conditions in the area (heat, wind, cold, rain, snow, etc.).

Customer visitations may require walking, climbing stairs, pushing/pulling carts, exposure to weather conditions.

Must be able to frequently lift and maneuver up to 50 pounds and occasionally up to 100 pounds, as well as load/unload product from a truck without assistance.

Time will also be spent in a company office environment; with exposure at the loading dock, production and warehouse areas, exposure to vehicles for loading/unloading, and exposure to vehicle maintenance.

License Requirements/Certifications

A valid driver’s license is required

Automobile insurance on personal vehicle

Must be DOT-certified