DRIVER SUPERVISOR

Key Responsibilities

• Driver Training & Performance
  • Train and onboard new Route Service Representatives on company policies, safety procedures, customer service expectations, and route management.
  • Conduct ride-alongs and regularly monitor RSR performance.
  • Provide coaching and retraining when service issues, customer complaints, or performance concerns arise.
  • Identify areas for improvement and work directly with RSRs to correct issues and improve performance.
  • Monitor driver attendance and ensure company attendance and service expectations are being followed.
• Sales & Upselling
  • Coach RSRs on identifying opportunities to increase products and services at existing customer accounts.
  • Work toward a team goal of averaging $100 in monthly upsells per customer.
  • Track individual and team upselling performance and provide ongoing coaching to help RSRs meet goals.
  • Develop strategies to motivate the team and improve overall sales performance.
• Customer & Route Management
  • Conduct customer visits and shelf inventories to ensure proper product levels, rotation, and inventory control while avoiding unnecessary overstock.
  • Provide RSRs with clear route and service instructions to improve efficiency and customer satisfaction.
  • Assist with resolving customer complaints and service issues quickly and professionally.
  • Work closely with Customer Service and other departments to identify recurring issues and prevent future service problems.
  • Support customer retention and contract renewal efforts by maintaining strong service standards.

Key Performance Metrics

The Route Service Supervisor will be responsible for monitoring and improving:

• Driver attendance
• Group upselling average
• Customer contract renewals and retention
• Number of service tickets caused by driver errors
• Customer complaints and overall service quality
• RSR training and performance improvement

What We're Looking For

• Previous supervisory, route service, delivery, or customer service experience preferred.
• Strong leadership and coaching skills.
• Ability to hold employees accountable while helping them improve.
• Strong customer service and problem-solving skills.
• Sales-minded with the ability to coach employees on upselling.
• Organized and comfortable tracking performance metrics.
• Ability to communicate effectively with drivers, customers, managers, and other departments.
• Valid driver's license and ability to conduct route ride-alongs as needed.

About Metropolitan Linen Services

Metropolitan Linen Services is a family-owned linen and uniform service company serving businesses throughout New England. We are looking for someone who can lead by example, develop a strong route service team, and help us continue improving the experience we provide to our customers.