Customer Service Route Manager

About the Role

As a Customer Service Route Manager at Vestis®, you will oversee an assigned service territory with direct supervision of route representatives. You will be responsible for territory service safety and results, including customer retention, business growth, loss prevention, budget management, employee retention, accounts receivable collection, customer renewals, direct sales, customer satisfaction, route sales, and credits.

Responsibilities

• 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 present, a Sr. Territory Manager. If neither are present, reports to the General Manager.
• Create a pervasive sales culture that fosters team selling via Together-In-Growth (TIG) and Shared Lead programs.
• Assist in new account installations as directed by the Service Manager and/or General Manager.
• Manage day-to-day activities of the 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 in a timely manner.
• Set clear expectations for customer service and lead by example.
• Spend 60% of time traveling with service professionals, on route conducting observations, and visiting customer locations (required visits, TIG days, and/or day-to-day situation follow-ups).
• 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.
• Complete 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.
• Maintain daily contact (via remote means) with RSRs to address any pending items/situations and 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.
• Investigate and report on all accidents or incidents within 24 hours of notification.

Requirements

• High school diploma or equivalent; Bachelor’s degree in a related field preferred or equivalent experience.
• Two years of service and route-based industry experience, with a 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.

Skills

• 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.

Working Environment

• Majority of time will be spent driving your own vehicle or a company step-van to call on customers and supervise employees in the assigned service territory.
• Exposure to weather conditions (heat, wind, cold, rain, snow, etc.).
• Customer visitations may require walking, climbing stairs, pushing/pulling carts, and 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, vehicles for loading/unloading, and vehicle maintenance.

License Requirements

• A valid driver’s license is required.
• Automobile insurance on personal vehicle.
• Must be DOT-certified.