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