Customer Service Manager
Vestis, Minneapolis, MN, United States
Job Overview
The Customer Service Manager has responsibility for an assigned service territory with direct supervision of route representatives. Responsible for Territory service safety and results, including but not limited to customer retention, growth of the business, loss and ruin, piece budget, employee retention, accounts receivable (AR) collection, customer renewals, Vestis direct sales, customer satisfaction, route sales and credits.
Responsibilities
Promote and sustain a safety culture
Effectively evaluate, coach, and develop Route Sales Representatives (RSRs) in your territory
Reports directly to a Service Manager or, where a Sr. Territory Manager is present, reports to the Sr. Territory Manager. If neither are present, will report to the General Manager
Create a pervasive sales culture that fosters team selling via Together-In-Growth (TIG) and Shared Lead programs
Assist in the new account installations as directed by Service Manager and/or General Manager
Manage day‑to‑day activities of customer service program(s) for the territory
Visit all required customers each quarter to review growth and service opportunities
Ensure RSRs respond to and resolve all service requests timely
Set clear expectations for customer service and lead by example
60% of time is spent traveling with service professionals, on route conducting observations and visiting customer locations (required visits, TIG days and/or day‑to‑day situation follow up)
Proactively follow up on accounts in jeopardy and resolve service concerns expeditiously
Negotiate and secure renewal agreements with existing customers that protect pricing and profitability
Recruit, select and hire Route Sales employees
Complete in‑person meetings with each RSR once per week to review trends, 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 RSRs to address any pending items/situations to ensure timely resolution
Attend meetings and complete necessary administrative work to improve customer satisfaction
Coordinate collections for accounts receivable
Protect and manage merchandise control processes
Investigate and report on all accidents or incidents, within 24 hours of notification
Knowledge, Skills, and Abilities
Demonstrated ability to successfully interface with a variety of organizational functions to get the job done
Strong interpersonal, analytical, communication, and customer service skills
Computer proficiency, including working knowledge of MS Office software
Exposure to sales function preferred
Considerable skills in management, human relations, and communication
Experience and Qualifications
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
Production planning, maintenance, or warehouse operations experience preferred
Working Environment/Safety Requirements/Physical Requirements
Majority of time will be driving your own vehicle or company step‑van to call on customers and supervise employees in the assigned service territory. Will be exposed to weather conditions in the area (heat, wind, cold, rain, snow, etc.)
Customer visitations may require walking, climbing stairs, pushing/pulling carts, exposure to weather conditions
Must be able to frequently lift and maneuver up to 50 pounds and occasionally up to 100 pounds, as well as load/unload product from a truck without assistance
Time will also be spent in a company office environment; with exposure at the loading dock, production and warehouse areas, exposure to vehicles for loading/unloading, and exposure to vehicle maintenance
License Requirements/Certifications
A valid driver’s license is required
Automobile insurance on personal vehicle
Must be DOT‑certified
Benefits
Vestis offers a wide array of comprehensive benefit programs and services including medical, dental, vision, short‑ and long‑term disability, basic life insurance, and paid parental leave. Employees can enroll in the company’s 401(k) plan. Employees are eligible for 80 hours of vacation, 40 hours of floating holidays, and paid sick time every year. Employees will also receive 6 paid holidays throughout the calendar year.
Compensation
The salary rate for this position ranges from $70,000 to $75,000 depending on circumstances including an applicant’s skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors. Additional compensation includes a bonus.
Equal Employment Opportunity
Vestis® is an equal‑opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, relationship, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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The Customer Service Manager has responsibility for an assigned service territory with direct supervision of route representatives. Responsible for Territory service safety and results, including but not limited to customer retention, growth of the business, loss and ruin, piece budget, employee retention, accounts receivable (AR) collection, customer renewals, Vestis direct sales, customer satisfaction, route sales and credits.
Responsibilities
Promote and sustain a safety culture
Effectively evaluate, coach, and develop Route Sales Representatives (RSRs) in your territory
Reports directly to a Service Manager or, where a Sr. Territory Manager is present, reports to the Sr. Territory Manager. If neither are present, will report to the General Manager
Create a pervasive sales culture that fosters team selling via Together-In-Growth (TIG) and Shared Lead programs
Assist in the new account installations as directed by Service Manager and/or General Manager
Manage day‑to‑day activities of customer service program(s) for the territory
Visit all required customers each quarter to review growth and service opportunities
Ensure RSRs respond to and resolve all service requests timely
Set clear expectations for customer service and lead by example
60% of time is spent traveling with service professionals, on route conducting observations and visiting customer locations (required visits, TIG days and/or day‑to‑day situation follow up)
Proactively follow up on accounts in jeopardy and resolve service concerns expeditiously
Negotiate and secure renewal agreements with existing customers that protect pricing and profitability
Recruit, select and hire Route Sales employees
Complete in‑person meetings with each RSR once per week to review trends, 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 RSRs to address any pending items/situations to ensure timely resolution
Attend meetings and complete necessary administrative work to improve customer satisfaction
Coordinate collections for accounts receivable
Protect and manage merchandise control processes
Investigate and report on all accidents or incidents, within 24 hours of notification
Knowledge, Skills, and Abilities
Demonstrated ability to successfully interface with a variety of organizational functions to get the job done
Strong interpersonal, analytical, communication, and customer service skills
Computer proficiency, including working knowledge of MS Office software
Exposure to sales function preferred
Considerable skills in management, human relations, and communication
Experience and Qualifications
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
Production planning, maintenance, or warehouse operations experience preferred
Working Environment/Safety Requirements/Physical Requirements
Majority of time will be driving your own vehicle or company step‑van to call on customers and supervise employees in the assigned service territory. Will be exposed to weather conditions in the area (heat, wind, cold, rain, snow, etc.)
Customer visitations may require walking, climbing stairs, pushing/pulling carts, exposure to weather conditions
Must be able to frequently lift and maneuver up to 50 pounds and occasionally up to 100 pounds, as well as load/unload product from a truck without assistance
Time will also be spent in a company office environment; with exposure at the loading dock, production and warehouse areas, exposure to vehicles for loading/unloading, and exposure to vehicle maintenance
License Requirements/Certifications
A valid driver’s license is required
Automobile insurance on personal vehicle
Must be DOT‑certified
Benefits
Vestis offers a wide array of comprehensive benefit programs and services including medical, dental, vision, short‑ and long‑term disability, basic life insurance, and paid parental leave. Employees can enroll in the company’s 401(k) plan. Employees are eligible for 80 hours of vacation, 40 hours of floating holidays, and paid sick time every year. Employees will also receive 6 paid holidays throughout the calendar year.
Compensation
The salary rate for this position ranges from $70,000 to $75,000 depending on circumstances including an applicant’s skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors. Additional compensation includes a bonus.
Equal Employment Opportunity
Vestis® is an equal‑opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, relationship, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr