Service Manager

Overview

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.

70% of time is 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 (with exceptions when routes directly report to them, 60% in the MC Service Department, 40% in the field).

• Effectively evaluate, coach and develop Service personnel, including 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 opportunities and TIG days between Sales Manager, Account Executives, District Manager (DM) and Route
• Coordinate and direct assistance in the new account installations as directed
• Manage day-to-day activities of Customer Service Programs 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
• Ensure District Manager holds RSRs accountable to respond and resolve all Service Requests timely
• 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 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 meetings 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
• Maintain daily contact (via remote means) with DMs to address pending items/situations to ensure timely resolution
• Conduct performance evaluations for District Managers with specific and detailed feedback on management and leadership skills and attainment of goals
• Ensure 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
• 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 where possible
• Lead meetings and complete necessary administrative work to improve customer satisfaction
• Directly resolve or elicit expertise of company staff in resolution of 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 to promote safety awareness
• Perform other duties as required or assigned within the scope of the listed activities
• Service focus: 70% time in MC Service Department; 30% in the field; if routes report directly to them, 60% in MC Service Department and 40% in the field

• Service Manager with routes reporting directly to them will be responsible for: 20% travel to visit customer locations and conduct route observations to identify 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 and coaching opportunities
• Daily remote contact with RSRs to address pending items and ensure timely resolution

• Bachelor’s degree in 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 related to profit and loss, sales and capital expenses
• Demonstrated ability to interface with a variety of organizational functions to get the job done
• Considerable 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

Market Center 277 Canton