2+ years of advanced operational experience, preferably in route sales
Valid DOT medical certification or ability to obtain within a designated timeframe
Bachelor's degree or equivalent managerial experience
Strong organizational and oral communication skills
Proficient in MS Office, especially Excel
Excellent leadership and customer service skills
Responsibilities
Assist in staffing the service department with competent personnel
Manage onboarding and training for new Customer Advocates (CAs)
Coach and motivate existing CAs to improve performance
Post and track weekly results for Customer Advocate rewards
Train CAs on customer service and problem resolution techniques
Ensure strong relationships with customers and follow up on feedback
Work with CAs to secure targeted renewals and minimize lost business
Benefits
Weekly pay
Medical, Dental, Vision insurance
Pet, Legal, and Hospital Indemnity Insurance
401k with matching
Paid Time Off Package
Paid Parental Leave
Tuition Reimbursement
Referral Program
Collaborative team environment
Great company culture
Full Job Description
Overview
Responsibilities & Qualifications
RESPONSIBILITIES:
Staffing and Hiring:
Human Resources Management - Assist Service Manager in staffing the service department with competent, motivated, and well-trained personnel. Ensure hiring process is followed for all applicants
Training and Development - Personally manage the onboarding process for any new Customer Advocates (CA's). Coordinate training schedule with entire location. Develop the ongoing CA monthly training meetings with the rest of the service department. Plan and run any training meetings
Coach and Motivate - Coach, train, and motivate existing CA's. Properly implement all service-related policies and procedures. Execute weekly one on ones with all direct reports focusing on individuals results. Meet with any non-performers and develop improvement plans to help achieve high performance. Work with Plant Manager and Production Supervisors as needed to ensure we are delivering consistent high quality at all times
Customer Advocate Rewards - Post the weekly results in the department as they are updated. Work with each CA to help them improve their results in Growth, Renewals, Loyalty Activities and other key areas. Encourage participation and improvement of bonuses from quarter to quarter. Ensure that any other direct reports (Internal Service Manager, Growth Specialist, Route Specialists etc.) are being managed according to their job description and results
Customer Service Management:
Training - Thoroughly train new CA's in CA Onboarding and initial six week training. Ensure existing CA's are knowledgeable in all areas covered in the six week training program. Identify CA training needs and opportunities and work with them individually to resolve. Train new CA's on Net Promoter and the role of the CA. Train other partners on Net Promoter as needed. Ongoing training of all CA's in inventory management and product Control
Problem resolution/Customer Service- Improve Customer Loyalty through EXCELLENT interaction and complete resolutions to any customer concerns. Utilize the opportunity to train the CA on the right way to service the customer. See that follow up is done on negative customer feedback. Maintain strong relationships with key contacts within customer base. Ensure that CA is interacting with all contacts on a weekly basis. Help CA's develop responses to customer concerns to handle issues or overcome objections
Track and Measure Net Promoter Results - Ensure that every department is kept informed about net promoter progress and results. Review any Non-Promoter score with the CA. Discuss opportunities for improvement at Staff Meetings. Work with Service Leadership to develop and implement game plans to address any Non-Promoter issues and turn them into Promoters
Goodwill and Loyalty Activates - Maintain quarterly results of 100% or greater on CCS Goodwill activities. Resolve any customer concerns uncovered during goodwill visits completely. Email / Fax completed goodwill sheets to corporate on a timely basis. Ensure essential customer information is captured in CCS. Maintain current A, B, and C contacts at all accounts. Develop a proper relationship at all three levels. Manage and maintain ongoing relationship with all top 25 customers. Manage and maintain 'At Risk' reporting system. Work with CA's to minimize exposure
Renewal Activity - Work with CA to secure all targeted renewals for the quarter. Manage all A and C accounts coming up in 24 months to minimize any lost business
Profitable Growth:
Lost Business management - Ensure Goodwill, Loyalty Activities, Training, Renewals, and Response Time to customer concerns results in low lost business
Growth in Existing - Work with CA's to help them achieve their route growth goals especially on targeted products. Utilize goodwill calls to look for opportunities to grow existing customers
New Products - Work with corporate to ensure any new products are launched and marketed successfully at the local level
RPP - Ensure growth activities result in increased RPP. Target high RPP products when growing existing business. Work closely with Sales team to ensure new accounts meet RPP requirements for location
Relationship with Sales - Sales Leads - Work with CA's to generate leads for the sales team. Track and monitor progress in the department. Health System Activity - Work to increase the Health System business in the market by growing existing and obtaining new HS business. Involve the Sales Representative in HS goodwill activity. Make CA, Truck Demo, etc. available for Sales Prospect on request. Work with Sales team to ensure smooth installation of new accounts
Accounts Receivable / Credits - Work to minimize Credits and maintain low AR by enforcing NCNS and working with the CRR to make sure customer invoicing is accurate
MINIMUM QUALIFICATIONS:
Minimum of 2 years' advanced operational experience preferred (Route sales)
Must possess a valid DOT (Department of Transportation) medical certification or obtain one within a designated timeframe.
This role occasionally requires covering delivery routes in the absence of regular drivers; therefore, candidates must meet DOT eligibility requirements and be comfortable operating company vehicles as needed.
Bachelor's degree or equivalent managerial experience
Strong organizational and oral communications skills
Proficient with MS Office, general PC applications. Excel a plus
Excellent leadership, interpersonal, motivational, and customer service skills
PREFERRED COMPETENCIES:
Salesmanship - Ability to identify needs and customer relationship for our products and services
Leadership - The ability to lead and direct co-workers and associates to streamline production, improve productivity and increase profitability
Knowledge - Practical insight specific to the textile services industry and operations
Decision Making - Identify problem/root causes and develops alternative courses of action and makes decisions that are based on logic assumptions which reflect factual information
Communication - Excellent oral, written, phone and face to face communication skills with associates, customers and managers
Integrity/Accountability/Follow Through - Demonstrates commitment to personal productivity and work quality. Attends to task from inception to final resolution and accepts personal responsibility for assigned work
Creativity - Looking for new and innovating ways to improve customer satisfaction
COMPENSATION:
$100K - $120k + Bonus + $550 Car Allowance + Gas Card
Company Values & Benefits
Required Competencies:
Be Respectful: Value all we come in contact with
Be Remarkable: Create a positive moment with every interaction
