Service Operations Coordinator

Key Responsibilities

• Route Check-In & Route Execution
• Conduct daily face-to-face check-ins with all Customer Advocates using the Check-In Tool
• Cover authorization edit review, route notes, work orders, loadout completion, decontamination logs, clean return, and field scan activity
• Verify all 3-Deep customer contacts are entered and accurate for each route daily
• Review and approve daily work order entries and error logs
• Update, and confirm Handheld (route) notes
• Track Customer Success Wins and new sales leads and inform District Service Managers and sales leaders where they need to support Customer Advocate
• Review delivery sequence monthly and prior to Customer Advocate PTO
• Inspect loading dock daily
• Compliance, Safety, and Fleet Management
• Ensure strict compliance with all DOT (Department of Transportation) safety requirements
• Review Daily Driver Vehicle Inspection Reports (DVIRs) and monitor Hours of Service compliance
• Serve as the local fleet safety champion for SMITH System safe driving program, attending CA meetings and reinforcing safety messaging with the local team
• Ensure vehicles are ready and available daily, including truck readiness, DOT/PPE/HLAC supply inventory, and rental coordination
• This includes ensuring that PMs and service work are completed
• Vehicles should be inspected weekly
• Manage vehicle monitoring program (cameras functioning, alert settings set correctly)
• Process monthly fleet invoicing, including mileage entry through Penske Fleet Insight
• Reinforce weekly safety topics and training bites with Customer Advocates during daily check-ins
• Product Control & Inventory Management
• Attend and co-lead the weekly product control meetings with the plant manager
• Attend Tier 2 meetings with the plant leadership
• Review the Product Usage and Load Comparison Report daily to monitor loadout accuracy
• Coordinate with District Service Managers to schedule Targeted Inventory Management Plans (TIMPs) when Customer Advocates cannot access customer locations for inventory or data shows over or under utilization
• Verify loadout completion report daily to ensure Customer Advocates are fully loaded
• Manage loadout cuts and surplus product in coordination with the Plant Manager, communicating changes to affected Customer Advocates
• Maintain par levels based on customer usage trends and CA feedback
• Review curtain change reports to ensure panels are available and changed on schedule
• Review clean return reports to identify product flow issues
• Support and help manage the ImageFIRST Garment Program within a location (e.g., Garment Guarantee program, defective scans, work order maintenance, proactive customer management etc.), actively coaching CAs and resolving challenges
• Invoice Accuracy & Financial Oversight
• Review invoices for the next delivery day with the CA during check-in using the Un-Updated Invoice Report, correcting errors through adjustment entries
• Review the Price Audit Report to eliminate pricing errors such as missing prices, suggested prices, or duplicate pricing on items
• Review the Threshold Analysis Report weekly to identify accounts with significant billing changes
• Customer Experience & Loyalty
• Assist to resolve customer concerns quickly and effectively by coordinating across plant, service, and sales teams
• Support new customer account setup and installation, including loadouts, Delivery Master File configuration, and invoice/program review, with follow-up to ensure successful onboarding
• Collaborate with CAs to identify at-risk accounts and ensure full service team awareness. Support Atrisk meeting discussions by capturing action items and owners
• Conduct weekly reviews of Net Promoter Score (NPS) to identify at-risk accounts and growth opportunities. Provide feedback to DSMs on individual CA performance
• Drive Service Growth initiatives as required
• Review quarterly Service Vision and Customer Promise Training Bites with CAs
• Training, Development, and CA Support
• Build trust with Customer Advocates by being responsive, following through, and being present on the dock and in the plant
• Support new Customer Advocates as outlined in their Onboarding Curriculum (systems set up & training, uniform compliance, etc.)
• Provide ongoing coaching and performance feedback through daily check-in engagement. This is to reinforce DSM feedback. Periodically responsible for disseminating individual CA training during check-ins
• Escalate repeated performance issues to District Service Managers with supporting documentation

Qualifications

• High School Diploma or equivalent required; Associate degree or higher preferred
• Proven leadership and coaching ability
• Strong analytical and problem-solving skills
• Intermediate computer and reporting system proficiency. Fluency in Microsoft Suite products
• Excellent communication and customer service skills
• Valid Driver’s License with a clean driving record
• Must possess or obtain a DOT (Department of Transportation) medical certification within a designated timeframe

Preferred Qualifications

• Experience in the textile services industry
• Prior experience analyzing route performance and financial metrics

Benefits

• Weekly pay
• Medical, Dental, Vision Pet, Legal, and Hospital Indemnity Insurance
• 401k (match)
• Paid Time Off Package
• Paid Parental Leave
• Tuition Reimbursement