Client Relations Manager

NOVO Health Services offers linen management solutions to the healthcare industry, focusing on safety and infection control. We provide partner hospitals with a value-driven linen management control system that measures and monitors linen utilization by department to eliminate excess internal costs. Our wide range of service programs offers a variety of options for a seamless, single-source distribution system. Our regional healthcare linen facilities are HLAC accredited and operate with state-of-the-art processing equipment and processes. NOVO Health Services is the only “one-stop shop” service provider in the U.S. currently serving all healthcare-related end markets with both Healthcare Laundry Services and Sterilized Reusable Surgical Solutions.

About the role

The Client Relations Manager (CRM) will be the first point of customer contact and will build and maintain business relationships with clients by providing prompt and accurate service to promote customer loyalty and protect company assets.

Responsibilities

• Assist in maintaining adequate inventory and par levels within assigned accounts; notify customer and plant of overages or discrepancies and adjust orders accordingly.
• Drive and support retrieval of at least 1,500 pounds of linen per quarter from outside sources such as Nursing Homes, Clinics, and Competitors.
• Conduct customer site visits, linen room inventory, scrub inventory, rejects, unit rounding, customer surveys, and audits as outlined in assigned role responsibilities.
• Maintain and hold all business in assigned accounts.
• Ensure CRM activity is conducted as scheduled daily, weekly, monthly, and quarterly (e.g., linen room and scrub inventory, rejects, audits/studies).
• Participate in client meetings, including monthly and quarterly business reviews, linen committee meetings, and other facility-specific events.
• Enter all data and information into ABS, Linen Master, Sales Force, One Drive, and other specific spreadsheets on a timely basis (weekly/monthly).
• Conduct client education through unit rounding/in-servicing, Linen Awareness Events, and end-user education for cost and utilization savings opportunities.
• Analyze reports, create spreadsheets and PowerPoint presentations, and conduct meetings to review and present information and data.
• Respond appropriately and timely to client issues, needs, and requests; drive follow-up and resolution processes.
• Check cell phone voicemail and respond within 4 hours; check email several times per day and respond to clients and internal communications by the end of the day or within 24 hours.
• Work collaboratively with Plant Management to ensure effective communication for internal items and resolution of customer issues and concerns.
• Perform other duties as assigned by Management.
• Sell additional items to existing customers and pass along sales leads to the Sales Team; engage the Director of Service and Business Manager on all add-on sales.
• Assist in new business installation as requested.
• Notify the Director of Service, Business Manager, and Senior VP immediately of any major issues, business at risk, or competitive visits within assigned accounts.

Requirements

• Must be able to perform essential job functions with or without accommodations.
• Industry experience or prior customer service experience.
• Ability to work independently and manage time effectively.
• Proficient in Microsoft Office (Excel, Word, PowerPoint).
• Excellent communication skills.
• Detail-oriented with an analytical mindset.
• Positive, outgoing attitude with a customer-centric approach.
• Ability to travel freely within assigned territory.
• Ability to lift 20-30 pounds, bend, and squat.
• Adhere to proper protocol and PPE requirements while at client facilities and within Novo plants/depots.

Benefits

• Competitive pay.
• Paid holidays.
• Paid Time Off Program (PTO).
• 401(k) with employer match.
• Flexible Spending Account (FSA).
• Health Savings Account (HSA).
• Medical, dental, and vision programs.
• Basic Life/AD&D Insurance.
• Long-Term Disability (LTD).