Service Manager

About the role

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.

Responsibilities

• 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
• Ensure District Manager conducts weekly Route Performance Meetings with each RSR
• Ensure District Manager is holding RSRs accountable to respond and resolve all Service Requests timely
• Sets clear expectations for customer service and leads 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 how to negotiate and secure renewal agreements with existing customers that protect pricing and profitability
• Recruit, select and hire DM and Route Sales employees
• Complete one on one meeting with each DM once per week to review trend performance, coach and identify opportunities for improvement
• Deliver and participate 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
• Conduct 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
• Ensure DM protects and manages merchandise control processes
• Promote and sustain 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
• Directly resolve or elicit expertise of company staff personnel in resolution of all matters pertaining to the profitable, safe and efficient operation of the Market Center
• 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

Time allocation

• 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)

Additional responsibilities for Service Manager with direct route reports

• 20% of time is 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 their direct RSRs respond to and resolve all Service Requests timely
• Coordinate collections for accounts receivable with their direct routes
• Completes in person Route Performance meeting 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 any pending items/situations to ensure timely resolution