Regional Service Operations Specialist

Hand Craft Linen Services is seeking a Regional Service Operations Specialist to support customer accounts throughout the Eastern South Carolina Region. You will serve as the primary operational contact for your accounts, resolve service concerns, manage linen and scrub inventory, and coordinate with production and transportation teams to keep service running smoothly. This role combines customer relationship management with operational problem-solving.

You will also coordinate day‑to‑day depot activities and help maintain service and driver accountability through collaboration with transportation leadership.

• Serve as the primary operational contact for assigned customer accounts
• Manage customer requests, service concerns, shortages, and urgent issues
• Coordinate communication and resolution across internal departments
• Investigate billing questions and invoice discrepancies
• Support customer reporting, utilization reviews, and sample requests

• Manage inventory allocations, adjustments, and shortage support
• Monitor linen and scrub utilization trends and recommend optimization opportunities
• Review circulating inventory levels and support inventory reporting follow‑up
• Ensure proper product retirement and inventory recovery during account changes

• Review daily operational reports, dashboards, and service tickets
• Analyze account health, utilization trends, and overall performance
• Conduct pricing reviews, contract audits, and account investigations using CRM/reporting tools

• Create and maintain customer contracts, addendums, and account updates
• Support renewals, upsell opportunities, credits, and pricing adjustments
• Maintain account setup accuracy including routes, delivery schedules, holidays, and product changes

• Coordinate onboarding activities for new business installs
• Partner with data analysts, transportation, and operations teams to ensure successful implementations
• Support uninstall coordination, communication, and product recovery efforts

• Work closely with Sales, Leadership, Production, Transportation, and other key internal teams
• Maintain proactive communication to support operational continuity and customer satisfaction
• Identify process improvement and efficiency opportunities

• Will serve as the home office for this role
• Responsible for oversight of day‑to‑day depot operations
• Effective communication with transportation and production teams to ensure logistical and operational efficiency

• Minimum Requirement of a High School Diploma;
  Bachelors Degree preferred but equivalent relevant experience, training, or certifications may be considered in lieu of a degree
• Minimum 5 years’ experience with supporting a territory, multiple customer accounts, or multiple locations.
• Relevant experience in customer service operations, account management, route‑based services, logistics, distribution, or a related field.
• Proficiency with Microsoft Office and the ability to learn CRM, reporting, and operational systems
• Strong written and verbal communication skills, including the ability to manage difficult conversations professionally
• Must be willing and able to travel to assigned customer locations and to assigned internal locations for training needs, etc.

• Leadership skills and the ability to influence outcomes across teams.
• Ability to adapt to a growing market as new clients are onboarded
• A valid driver’s license and a good driving record.
• Demonstrated ability to take ownership of problems, coordinate solutions, and follow through to resolution

• Ability to lift and handle linen bags weighing up to 30 pounds on occasion
• Ability to sit, walk, stand, and/or drive for extended periods of time
• Must have reliable…