Regional Service Operations Specialist

Position Summary HandCraft Linen Services is seeking a Regional Service Operations Specialist to support customer accounts throughout the Eastern South Carolina Region. You will serve as the primary operational contact for your accounts, resolve service concerns, manage linen and scrub inventory, and coordinate with production and transportation teams to keep service running smoothly. This role combines customer relationship management with operational problem-solving. You will also coordinate day-to-day depot activities and help maintain service and driver accountability through collaboration with transportation leadership. Essential Duties & Responsibilities Customer & Account Support Serve as the primary operational contact for assigned customer accountsManage customer requests, service concerns, shortages, and urgent issuesCoordinate communication and resolution across internal departmentsInvestigate billing questions and invoice discrepanciesSupport customer reporting, utilization reviews, and sample requests Inventory & Utilization Management Manage inventory allocations, adjustments, and shortage supportMonitor linen and scrub utilization trends and recommend optimization opportunitiesReview circulating inventory levels and support inventory reporting follow-upEnsure proper product retirement and inventory recovery during account changes Reporting & Account Analysis Review daily operational reports, dashboards, and service ticketsAnalyze account health, utilization trends, and overall performanceConduct pricing reviews, contract audits, and account investigations using CRM/reporting tools Contract & Account Administration Create and maintain customer contracts, addendums, and account updatesSupport renewals, upsell opportunities, credits, and pricing adjustmentsMaintain account setup accuracy including routes, delivery schedules, holidays, and product changes Installations & Account Transitions Coordinate onboarding activities for new business installsPartner with data analysts, transportation, and operations teams to ensure successful implementationsSupport uninstall coordination, communication, and product recovery efforts Operational Collaboration Work closely with Sales, Leadership, Production, Transportation, and other key internal teamsMaintain proactive communication to support operational continuity and customer satisfactionIdentify process improvement and efficiency opportunities Depot Will serve as the home office for this roleResponsible for oversight of day-to-day depot operationsEffective communication with transportation and production teams to ensure logistical and operational efficiency Basic Qualifications Minimum Requirement of a High School Diploma; Bachelors Degree preferred but equivalent relevant experience, training, or certifications may be considered in lieu of a degreeMinimum 5 years’ experience with supporting a territory, multiple customer accounts, or multiple locations.Relevant experience in customer service operations, account management, route-based services, logistics, distribution, or a related field.Proficiency with Microsoft Office and the ability to learn CRM, reporting, and operational systemsStrong written and verbal communication skills, including the ability to manage difficult conversations professionallyMust be willing and able to travel to assigned customer locations and to assigned internal locations for training needs, etc. What You’ll Bring Leadership skills and the ability to influence outcomes across teams.Ability to adapt to a growing market as new clients are onboardedA valid driver’s license and a good driving record.Demonstrated ability to take ownership of problems, coordinate solutions, and follow through to resolution Physical Demands and Work Environment Ability to lift and handle linen bags weighing up to 30 pounds on occasionAbility to sit, walk, stand, and/or drive for extended periods of timeMust have reliable transportation and be willing to travel when necessaryUnderstand and comply with all safety rules, regulations, and proceduresComply with HandCraft and hospital appearance and grooming guidelinesMust pass hospital credentialingMust be willing to receive vaccinations as required by hospital settings Compensation Pay Range: $65,000 - $75,000k/year. Compensation may vary based on relevant experience, skills, location, and other job-related factors, consistent with applicable law. Benefits We’re committed to supporting our employees with competitive benefits, opportunities to grow, and programs that support life both at and outside of work. Comprehensive Benefits: Medical, dental, life, and short- and long-term disability insuranceFinancial Wellness: 401(k) with company matchPaid Time Off: PTO plus your birthday as a paid holidayCareer Growth: Paid training and advancement opportunitiesEmployee Programs: Employee Assistance Program (EAP), referral incentives, and employee discountsUniforms Provided: Available for applicable positions Company Summary HandCraft Services is a family-owned provider of industrial laundry and textile services supporting healthcare organizations throughout the Mid-Atlantic. Through our large-scale laundry and distribution operations, we process, manage, and deliver healthcare linens, uniforms, and other textile products to hospitals and medical facilities across the region. Equal Opportunity and Accessibility HandCraft Services is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status; and consistent with applicable law. #INDOT