Customer Service Manager

Vestis-posted 1 day ago

$72,000 - $89,000/Yr

Full-time • Manager

Onsite • Minneapolis, MN

5,001-10,000 employees

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Vestis Uniforms and Workplace Supplies provides uniforms and related products to more than 400,000 customers nationwide, in virtually every industry. From designing and manufacturing to laundering and delivering, Vestis works with local and national clients to create and maintain a total uniform solution that promotes teamwork and establishes a professional identity. Vestis operates from over 200 locations nationwide. Location: Minneapolis, MN 55413 Overview: The Customer Service Manager has responsibility of an assigned service territory with direct supervision of route representatives. Responsible for territory’s 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.

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. Customer Service Manager is present, will report to the Sr. Customer Service 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
Manages 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
Sets clear expectations for customer service and leads 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
Completes in-person meetings with each RSR once per week to review trends, performance, coach and identify opportunities for improvement.
Delivers and participates 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
Investigates and reports on all accidents or incidents, within 24 hours of notification

Demonstrated ability to successfully interface with a variety of organizational functions to get the job done.
Strong interpersonal, analytical, communication, and customer service skills.
Considerable negotiation skills.
Computer proficiency, including working knowledge of MS Office software.
Considerable skills in management, human relations, and communication.
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
Driver’s license
Automobile insurance on personal vehicle
Meet minimum DMV/MVR points per company policy
Successful completion of criminal background, motor vehicle record, and drug screen checks.

Exposure to sales function preferred.
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.

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 are able to enroll in the company’s 401k 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.

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