Service Manager

Service Manager at Vestis Corporation

Location:

5350 S Pennsylvania Ave Cudahy, WI 53110

Vestis Uniforms and Workplace Supplies provides uniforms and related products to more than 400,000 customers nationwide, in virtually every industry. From designing and manufacturing to laundering and delivering, Vestis works with local and national clients to create and maintain a total uniform solution that promotes teamwork and establishes a professional identity. Vestis operates from over 200 locations nationwide.

• Overall Market Center (MC) Service results, including customer retention, growth, loss and ruin, piece budget, safety, employee retention, accounts receivable collection, renewals, direct sales, customer satisfaction, route sales and credits.
• Effectively evaluate, coach and develop service personnel, including Territory/District Managers and Route Personnel.
• Analyze reports and initiate appropriate 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 General Manager.
• Manage day‑to‑day activities of Customer Service Program(s) for 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 is holding RSRs accountable to respond and resolve all Service Requests in a timely manner.
• 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.
• 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.
• Conduct performance evaluations for District Managers, providing specific and detailed feedback on their management and leadership skills and attainment of goals.
• 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.
• Maintain high moral character and business ethics in line with Vestis Corporate Standards.
• Support 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 to resolve all matters pertaining to profitable, safe and efficient operation of the Market Center.
• Maintain compliance with all Federal, State and Local laws and regulations that affect the Market Center; adhere to safety policies and promote safety awareness.
• Perform other duties as required that are reasonably within the scope of the activities enumerated above.
• Allocate 70% of time in MC Service Department driving execution of service processes to meet expected results; 30% of time field‑teaching, training and developing District Managers (if routes report directly, adjust time allocation accordingly).

• High school diploma or equivalent;
  Bachelor’s degree in related field preferred or equivalent experience.
• Two years of service and route‑based industry experience, with proven track record for growing customer accounts.
• Previous profit and loss accountability and/or contract‑managed service experience preferred.
• Significant customer interface and service experience.
• Considerable knowledge of financial information related to profit and loss, sales and capital expenses.
• Strong negotiation skills.
• Computer proficiency.
• Exposure to sales function preferred.
• Strong operations management background.
• Exc…