Customer Service Manager

Job Overview

The Customer Service Manager is responsible for an assigned service territory with direct supervision of route representatives. Responsibilities include promoting safety, evaluating and developing employees, managing customer service programs, and ensuring customer satisfaction.

Responsibilities/Essential Functions

• Promote and sustain a safety culture
• Effectively evaluate, coach, and develop Route Sales Representatives (RSRs) in your territory
• Report directly to a Service Manager or Sr. Territory Manager, or to the General Manager if neither are present
• Create a pervasive sales culture that fosters team selling via Together-In-Growth (TIG) and Shared Lead programs
• Aid in new account installations as directed
• Manage day-to-day activities of customer service programs for the territory
• Visit all required customers each quarter to review growth and service opportunities
• Set clear expectations for customer service and lead by example
• Travel 60% of the time with service professionals, conducting observations and visiting customer locations
• Proactively follow up on accounts in jeopardy and resolve service concerns expeditiously
• Negotiate and secure renewal agreements with existing customers
• Recruit, select, and hire Route Sales employees
• Conduct in-person meetings with each RSR once per week to review trends, performance, coach, and identify opportunities for improvement
• Deliver and participate in training to ensure customer retention and service goals are met
• Daily contact with RSRs to address pending items/situations to ensure timely resolution
• Attend meetings and complete necessary administrative work to improve customer satisfaction
• Coordinate collections for accounts receivable
• Investigate and report on all accidents or incidents within 24 hours of notification

Knowledge/Skills/Abilities

• Demonstrated ability to successfully interface with a variety of organizational functions
• 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
• 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
• A valid driver’s license is required
• Automobile insurance on personal vehicle
• Must be DOT-certified

Compensation

Vestis reasonably expects to pay for this position a salary rate ranging from $79,000 to $85,000, depending on circumstances including an applicant’s skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors. Additional compensation may include a bonus or commission. Bonus potential: $4,000 per quarter

Headquartered in Roswell, GA

Vestis® is the second largest provider in the industry with over 300,000 customer locations and approximately 20,000 teammates across North America. Vestis® is a leader in the B2B uniform and workplace supplies category. Vestis® provides clean and safe uniform services and workplace supplies to a broad range of North American customers from Fortune 500 companies to locally owned small businesses across a broad set of end markets. The Company’s comprehensive service offering includes a full-service uniform rental program, cleanroom and other specialty garment processing, floor mats, towels, linens, managed restroom services, first aid supplies and more.

Vestis Commitment to Equal Opportunity Employment

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you will find the contact information below to request the appropriate accommodation. Vestis and Canadian Linen are committed to equal employment opportunity regardless of race, color, ancestry, relation, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.