Customer Service - Relationship Manager

Century Linen•City of Syracuse, NY

7d•$60,000 - $75,000•Onsite

About The Position

This position exists to further develop, grow and support overall management of existing business relationships in local facilities for a given geographic area. Managers oversee client locations that do have and do not have in hours linen staff. Customer Relationship Managers are expected to deliver a high standard of customer service for our healthcare market customers, maintain account retention and renewals, and build revenue through adding on goods and services to existing accounts. A key aspect of this position is building and maintaining strategic relationships with Operations, Linen, and other departmental staff and cross-functional team participation.

Requirements

3-5 years successful experience in account management, sales, marketing and customer service
Computational, communicative, and technological proficiency
Proficient in Microsoft Office suite
Proficient in profitability and contact-management programs
Strong written and verbal skills
Strong presentation skills, specifically in speaking to large groups in an educational or promotional setting
Ability to manage, train and educate customers regarding their linen use and recommend solutions to meet their goals
Ability to interview, hire, manage, train, educate, evaluate and discipline Company employees
Professional skills in problem management and follow-up
Excellent social interaction and relationship management skills
Team-oriented mentality
Thorough understanding of quantitative measurement and analysis in client service
Able to work with the team to be an instrument of change and improvement in work processes

Nice To Haves

Experience within the healthcare of healthcare laundry industry
B.A. or B.S. degree
Previous experience using Saleforce.com

Responsibilities

Managing customer relationships and customer satisfaction with Company provided linen services.
Regular in-person customer site visits to train on services provided, strategic goals of customer and ways to manage Company services and internal processes in order to meet customer goals.
Collecting data on usage and inventory of linens in order to evaluate performance of Company at each location, strategic goals for Company and for customer, and utilization.
Educating customers on their utilization and report analysis to develop action plans for improvements and cost management.
Building relationships with on-site linen staff, end users (nursing) and management level individuals in an effort to be knowledgeable of facility policies and practices, for purposes of providing quality customer service.
Working closely with the Plant Operations Director and other plant employees to insure quality standards are met with regard to on-time delivery, fill rates, customer needs and requests.
Meeting with the customer to understand the issue, working with Company staff to resolve the issue, and having authority to negotiate resolutions of service failures, or make recommendations to Area Service Directors or Vice Presidents, if necessary, to resolve the issue when customer service issues arise regarding quality standards, quantity delivered, or failure to provide services.
Investigating the customer issue, identifying the problem, and recommending a proposed solution, including financial / monetary solutions, to their direct supervisor.
Generating monthly Customer Report Card updates for external customer delivery and internal meetings (at plants).
Identifying and capturing Add-On Sales opportunities to promote higher-tier products and Century’s Value Added services to existing customer base, where feasible.
Building and sustaining multi-level relationships with decision makers (‘C’ Suite level individuals) on assigned accounts with routine, pre-determined visitation levels.
Maintaining accurate and updated records of all activities in Salesforce.com.
Determining strategy for customer renewals by analyzing the status of accounts (profitability, available add-on opportunities, customer satisfaction level, etc.).
Managing the renewal of service by working with market management team to meet with facility representatives, and if necessary, preparing renewal proposals.
Providing written recommendations to upper management for how to improve efficiency and reduce costs with measured savings opportunities.
Assisting with development and follow through of corrective action plans for determined inefficiencies in client service.
Supervising all onsite linen staff.