City Laundering Company
Service Manager Job Description
Department: District Managers, Route Supervisors, or Customer Care Manager
Reports to: Director of Service
Supervises: Route Service Managers
Job summary
Responsible for overseeing day to day supervision of all the service leaders who manage Route Service Rep (RSRs) and ensure customer satisfaction; training, coaching, and motivating existing service team members; facilitating an effective training program for all new service leaders and route person’s; maintenance of customer service standards, route sales objectives, assist with business strategy for route department, and management communication with RSMs and other key personnel.
Duties and essential job functions
§ Assists in developing account retention and revenue growth strategy
§ Provides day to day supervision and mentoring of service leaderships and RSRs
§ Training, coaching, and motivating existing service leaderships and RSRs
§ Facilitating an effective training program for all new service leaderships and RSRs
§ Ensure customer satisfaction and maintenance of service standards
§ Assist in managing route efficiency and safety;
§ Positive communication with customers, potential customers, departments, and co-workers.
§ Product knowledge; pricing types, colors, sizing, inventory control, availability, product application.
§ Ensure management communication with service leaderships and their direct reports
§ Assist with scheduling and managing routes including but not limited to route coverage, new account installs and measuring of major accounts
§ Holds service leadership accountable for customer service and satisfaction and for developing Route Service Representatives
§ Partners with entire Service Department to achieve growth, retention, and profitability of all existing accounts
§ Follows all financial procedures as it relates to service including route audits, check-ins, account receivables, etc.
§ Coordinates the completion of all action items on all performance reviews
§ May assist with handling escalated customer service issues
§ Evaluate and complete regular performance reviews on RSMs and may help coach RSMs on completing performance reviews on their direct reports
§ Assist in interview and hiring of service leadership, Route Service Representatives, and Route Apprentices
§ Holds direct reports accountable for following standard operating guidelines to ensure consistently complete deliveries to the customer
§ Represent the company in a positive manner and dress and act professionally at all times
§ Other duties as assigned.
§ This position requires regular and reliable attendance.
Minimum requirements Clean driving record and valid Iowa Class D Chauffeurs drivers license preferred
Strong understanding of route delivery and customer service
Understanding of business metrics and ability to analyze data
Proven leadership by example
Bachelor’s degree or 5-10 years job related and/or customer service related experience preferred
For physical requirements please see attachment A.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
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