Client Relations Manager

Novo Building Products•Louisville, KY

1d•Onsite

About The Position

NOVO Health Services offers linen management solutions to the healthcare industry, focusing on safety and infection control. They provide partner hospitals with a value-driven linen management control system that measures and monitors linen utilization by department to eliminate excess internal costs. NOVO's regional healthcare linen facilities are HLAC accredited and operate with state-of-the-art processing equipment and processes. NOVO Health Services is the only “one stop shop” service provider in U.S. currently serving all healthcare-related end markets with both Healthcare Laundry Services as well as Sterilized Reusable Surgical Solutions. This role is for the St. Louis area and requires someone confident in decision making, who can act quickly, and has excellent communication skills. The successful candidate will be the first point of customer contact and will build and maintain business relationships with clients by providing prompt and accurate service to promote customer loyalty and protect company assets.

Requirements

Must be able to perform essential job functions with or without accommodations
Industry experience or prior customer service
Ability to work independently and manage time accordingly
Proficient skills in Microsoft office – Excel, Word, PowerPoint
Excellent communication skills
Detail oriented
Analytical mindset
Positive, outgoing attitude and customer centric approach
Ability to travel freely within assigned territory
Ability to lift 20-30 pounds, bend, and squat
Proper protocol and PPE requirements will be adhered to while at the client facility and within Novo plants/depots

Responsibilities

Assist in maintaining adequate inventory and par levels within assigned accounts and notify customer and plant if there are overages or discrepancies and adjust orders accordingly
Drive and support to retrieve at least 1,500 pounds of linen per quarter from outside sources such as Nursing Homes, Clinics and Competitors
Conduct customer site visits, linen room inventory, scrub inventory, rejects, unit rounding, customer surveys and audits as outlined and part of assigned role responsibility
Maintain and hold all business in assigned accounts
Ensure that CRM activity is conducted as scheduled daily, weekly, monthly and quarterly, such as linen room and scrub inventory, rejects, audits/studies
Participate in client meetings - monthly and quarterly business reviews, linen committee meetings and any other facility specific events
Ensure that all data and information is entered into ABS, Linen Master, Sales Force, One Drive and other specific spreadsheets on a timely basis – weekly/monthly
Conduct client education – unit rounding/in servicing, Linen Awareness Events, end user education for cost and utilization savings opportunities
Analyze reports, create spreadsheets and PowerPoint presentations and conduct meetings to review and present information and data
Respond appropriately and timely to client issues, needs and requests and drive the follow up and resolution process
Check cell phone voicemail and respond back within 4 hours and email several times per day and respond back to clients and internal communications by the end of the day and within 24 hours
Work collaboratively with Plant Management to ensure effective communication for internal items and resolution of customers issues and concerns
Perform other duties assigned by Management
Sell additional items to existing customers and pass along sales leads to the Sales Team
Engage the Director of Service and Business Manager on all add on sales
Assist in new business installation as requested
Notify the Director of Service, Business Manager and Senior VP immediately of any major issues, business at risk or competitive visits within the assigned accounts