Service Manager

About the role

At Vestis®, we provide uniforms, workplace supplies, and professional cleaning that help businesses simplify their workday and keep their teams safe, confident, and focused on what matters most. Join us and build a career supporting the people who make it all work.

Responsibilities

• Drive 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, including District Managers and Route Personnel.
• Analyze reports and initiate 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 opportunities and TIG days between Sales Manager, Account Executives, District Manager (DM), and Route Sales Representatives (RSR).
• Coordinate and direct assistance in new account installations as directed by the General Manager.
• Manage day-to-day activities of Customer Service Program(s) for the Service Department.
• Ensure District Managers visit all required customers each quarter to review growth and service opportunities.
• Ensure District Manager conducts weekly Route Performance Meetings with each RSR.
• Hold RSRs accountable for timely response and resolution of all Service Requests.
• Set clear expectations for customer service and lead by example.
• Ensure 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).
• Ensure DM and RSRs proactively follow up on accounts in jeopardy and resolve service concerns expeditiously.
• Coach and assist DM on negotiating and securing renewal agreements with existing customers to protect pricing and profitability.
• Recruit, select, and hire DM and Route Sales employees.
• Conduct one-on-one meetings with each DM once per week to review trend performance, coach, and identify opportunities for improvement.
• Engage in daily contact (via remote means) with DMs to address pending items/situations for timely resolution.
• Conduct performance evaluations for District Managers, providing specific and detailed feedback on their management and leadership skills and goal attainment.
• Ensure DMs effectively collect on accounts receivable and assist when necessary.
• Ensure DM protects and manages merchandise control processes.
• Promote and sustain a safety culture.
• Investigate and report all accidents or incidents within 24 hours of notification.
• Maintain high moral character and business ethics aligned with Vestis Corporate Standards.
• Support an environment of continuous improvement by making suggestions and implementing changes where possible.
• Lead meetings and complete necessary administrative work to improve customer satisfaction.
• Resolve or elicit expertise from company staff to address matters pertaining to profitable, safe, and efficient operation of the Market Center.
• Maintain compliance with all Federal, State, and Local laws and regulations affecting the Market Center.
• Comply with Federal Regulations and Company safety policies and practices to promote safety awareness.
• Perform other duties as required or assigned within the scope of the role.

70% of time spent in the 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 (exception: if routes directly report to them, 60% of the time in the MC Service Department, 40% of the time in the field).

Responsibilities for Service Managers with routes reporting directly

• 20% of time spent traveling, visiting customer locations (required visits and/or day-to-day situation follow-up), and/or conducting route observations to identify customer satisfaction and growth opportunities.
• Ensure direct RSRs respond to and resolve all Service Requests timely.
• Coordinate collections for accounts receivable with direct routes.
• Complete in-person Route Performance meetings with each direct RSR once per week to review trend performance, coach, and identify opportunities for improvement.
• Daily contact (via remote means) with RSRs to address pending items/situations for timely resolution.

Requirements

• Bachelor’s degree in a related field or equivalent experience.
• 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 interface with a variety of organizational functions.
• Strong 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 experience preferred.