Customer Service Manager

Vestis • Dickinson, ND

12d • Onsite

About The Position

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: Dickinson, ND 58601 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.

Requirements

• 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.

Nice To Haves

• 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.

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. 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

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 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED