Service Manager

Location: Topeka, KS

Responsibilities:

• 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
• Effectively evaluate, coach and develop Service personnel, included 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 opportunity and TIG days between Sales Manager, Account Executives, District Manager (DM) and Route Sales Representatives (RSR)
• Coordinate and direct assistance in the new account installations as directed by General Manager
• Manages day to day activities of Customer Service Program(s) for Service Department
• Ensures 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 timely
• Sets clear expectations for customer service and leads 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 meeting 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
• Daily contact (via remote means) with DMs to address any pending items/situations to ensure timely resolution.
• Conduct performance evaluations for District Managers providing specific and detailed feedback on their management and leadership skills and the attainment of their respective goals and objectives.
• Ensures 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
• Investigates and reports on all accidents or incidents, within 24 hours of notification
• Maintain high moral character and business ethics that coincide with Vestis Corporate Standards for business conduct
• 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 personnel in resolution of all 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 and practices to promote safety awareness in the Market Centers.
• Perform other duties as required or assigned which are reasonably within the scope of the activities enumerated above.
• 70% of time 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 (only exception: if route(s) directly report to them, 60% of the time in the MC Service Department, 40% of the time in the field)
• Service Manager with routes reporting directly to them will be responsible for above mentioned areas as well as:
• 20% of time is spent traveling visiting customer locations (required visits and/or day to day situation follow up) and/or conducting route observations to identify customer satisfaction and growth opportunities
• Ensure their direct RSRs respond to and resolve all Service Requests timely
• Coordinate collections for accounts receivable with their direct routes
• Completes in person Route Performance meeting with each direct RSR once per week to review trend performance, coach and identify opportunities for improvement.
• Daily contact (via remote means) with RSRs to address any pending items/situations to ensure timely resolution

Qualifications:

• 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 relating to profit and loss sales and capital expenses.
• Demonstrated ability to successfully 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.