Service Operations Coordinator

About the role

ImageFIRST® is the largest and only national linen rental and laundry service specializing in the healthcare market. As a Service Operations Coordinator, you will ensure coordination between the plant and service teams while monitoring daily execution of ImageFIRST service standards. This role focuses on route execution, compliance, product control, and customer experience to drive service quality, customer loyalty, and operational efficiency.

Responsibilities

• Route Check-In & Route Execution
  • Conduct daily face-to-face check-ins with all Customer Advocates using the Check-In Tool, covering 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; inform District Service Managers and sales leaders where support is needed.
  • 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 the SMITH System safe driving program; attend CA meetings and reinforce safety messaging.
  • Ensure vehicles are ready and available daily, including truck readiness, DOT/PPE/HLAC supply inventory, and rental coordination. Conduct weekly vehicle inspections.
  • Manage vehicle monitoring program (cameras functioning, alert settings).
  • 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 weekly product control meetings with the plant manager.
  • Attend Tier 2 meetings with 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 or data shows over/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; communicate changes to affected Customer Advocates.
  • Monitor and adjust 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 (e.g., Garment Guarantee program, defective scans, work order maintenance, proactive customer management); actively coach CAs and resolve challenges.
• Invoice Accuracy & Financial Oversight
  • Review invoices for the next delivery day with the CA during check-in using the Un-Updated Invoice Report; correct 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 in resolving 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; follow up to ensure successful onboarding.
  • Collaborate with CAs to identify at-risk accounts and ensure full service team awareness; support At-Risk 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 to reinforce DSM feedback.
  • Escalate repeated performance issues to District Service Managers with supporting documentation.

Key Competencies

• Customer Service: Builds loyalty through exceptional service and responsiveness to internal customers (particularly CAs).
• Analytical Thinking: Uses data to drive decisions and uncover opportunities.
• Communicates Effectively: Strong verbal, written, and interpersonal skills.
• Drives Results: Ensures consistent delivery of operational and service standards.
• Drives Engagement and Results: Strong indirect leadership influencing ability; coaches and develops Customer Advocates to achieve performance goals.
• Optimizes Work Processes: Identifies root causes and implements effective solutions.
• Action Oriented: Takes proactive steps to improve performance and outcomes.
• Collaboration: Works effectively across departments and teams.

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.

Reporting Structure

Reports to General Manager. No direct reports.

Key Stakeholders

• General Manager
• Customer Advocates
• Plant and Production Leadership
• Service Teams
• Office and Administrative Staff
• Customers and Key Accounts
• Shared Service Teams

Required Competencies

• Be Respectful: Value all we come in contact with.
• Be Remarkable: Create a positive moment with every interaction.
• Be Safe: Keep ourselves and those around us safe.
• Be Honest: Be guided by truthfulness in all we do.

Benefits

• Weekly pay
• Medical, Dental, Vision insurance
• Pet, Legal, and Hospital Indemnity Insurance
• 401k (with match)
• Paid Time Off Package
• Paid Parental Leave
• Tuition Reimbursement
• Referral Program
• Great company culture and collaborative team environment