Service Manager

Responsibilities

Overall Market Center (MC) Service results, including but not limited to, Customer Retention, Growth, Loss and Ruin, Piece Budget, Safety, Employee Retention, Accounts Receivable (AR) Collection, Renewals, Vestis Direct Sales, Customer Satisfaction, Route Sales and Credits.

Effectively evaluate, coach and develop Service personnel, included but not limited to: District Managers and Route Personnel.

Analyze reports and initiate proper corrective actions for unacceptable trends.

Create a pervasive sales culture that fosters team selling via Together In Growth (TIG) and Shared Lead programs.

Collaborate and coordinate TIG opportunity and TIG days between Sales Manager, Account Executives, District Manager (DM) and Route Sales Representatives (RSR).

Coordinate and direct assistance in the new account installations as directed by General Manager.

Manages day to day activities of Customer Service Program(s) for Service Department.

Ensures District Managers visit all required customers each quarter to review growth and service opportunities.

Ensures District Manager conducts weekly Route Performance Meetings with each RSRs.

Ensures District Manager is holding RSRs accountable to respond and resolve all Service Requests timely.

Sets clear expectations for customer service and leads by example.

Ensures DM spends 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 up).

Ensures DM and RSRs proactively follow up on accounts in jeopardy and resolve service concerns expeditiously.

Coaches and assists DM on how to negotiate and secure renewal agreements with existing customers that protect pricing and profitability.

Recruits, selects and hires DM and Route Sales employees.

Completes one on one meeting with each DM once per week to review trend performance, coach and identify opportunities for improvement.

Delivers and participates in training to ensure customer retention and service goals are met.

Daily contact (via remote means) with DMs to address any pending items/situations to ensure timely resolution.

Conducts performance evaluations for District Managers providing specific and detailed feedback on their management and leadership skills and the attainment of their respective goals and objectives.

Ensures DMs are effectively collecting on accounts receivable and assist when necessary.

Ensures DM protects and manages merchandise control processes.

Promotes and sustains a safety culture.

Investigates and reports on all accidents or incidents, within 24 hours of notification.

Maintain high moral character and business ethics that coincide with Vestis Corporate Standards for business conduct.

Support an environment of continuous improvement by making suggestions and implementing where possible.

Lead meetings and complete necessary administrative work to improve customer satisfaction.

Maintain compliance with all Federal, State and Local laws and regulations that affect Market Center.

Comply with Federal Regulations and Company safety policies and practices to promote safety awareness in the Market Centers.

Perform other duties as required or assigned which are reasonably within the scope of the activities enumerated above.

70% of time spent in MC Service Department driving execution of service processes to meet expected results. 30% of the time in the field teaching, training and developing District Managers (only exception: if route(s) directly report to them, 60% of the time in the MC Service Department, 40% of the time in the field).

Qualifications

Production management and customer service experience.

Profit and loss responsibility.

Significant customer interface and service responsibilities.

Considerable knowledge of financial information relating to profit and loss sales and capital expenses.

Demonstrated ability to successfully interface with a variety of organizational functions to get the job done.

Significant negotiation skills.

Computer proficiency.

Exposure to sales function preferred.

Strong operations management background.

Considerable skills in management, human relations and communication.

Production planning, maintenance or warehouse operations preferred.