Customer Success Manager

Novo Building Products•Rockmart, GA

20d

About The Position

The Customer Success Manager provides effective management to improve, control, measure, and increase the quality of service delivered to Simple customers. The role ensures team members safely execute required daily tasks and provide total customer service to each assigned account. The manager works closely with Operations leadership at processing facilities to ensure timely, accurate, and quality products meet or exceed customer expectations. The position services customers throughout the Georgia market for the Simple Rockmart division. The role oversees regulatory and safety compliance, fleet condition, operational and financial performance, continuous improvement, route logistics, team development, customer implementation and retention, inventory management, and coordination of production and delivery schedules. The manager may occasionally cover an RSR shift and is expected to travel roughly 30%, including overnight. NOVO describes its work environment as safe and positive, with opportunities for associate growth and advancement.

Requirements

Bachelor’s degree or equivalent managerial experience preferred.
Previous management experience with strong leadership skills.
Demonstrated quality focus and customer-centric service background.
Ability to adapt to change, handle multiple competing demands, and work with a rapidly growing customer base.
Detail-oriented with proven organizational skills.
Strong interpersonal skills, including conflict management and the ability to communicate and coordinate across multiple departments.
Excellent written and verbal communication skills.
Excellent financial awareness.
Strong computer skills, including working knowledge of Microsoft Office Suite, routing software, and Customer Relations Software packages.
Strong understanding of production processes and control.
Self-starter able to work independently, set priorities, demonstrate flexibility, multitask, meet deadlines, and manage time effectively.
Ability to understand and interpret written requirements and adhere to documented procedures.
Must pass customer credentialing.
Must have reliable transportation and ability to travel roughly 30%, including overnight.

Nice To Haves

Experience successfully implementing sophisticated manufacturing or process-related tools such as Six Sigma, LEAN, Statistical Process Control, Toyota Production System (TPS), Shanin, or Taguchi Design of Experiments to maximize operational efficiency, reduce costs, and improve customer service.
Moderate understanding of DOT requirements and demonstrated understanding of the distribution process.
Bachelor’s degree or equivalent managerial experience preferred.

Responsibilities

Follow Federal, State, and local regulations, including OSHA, DOT, and FMCSA requirements, as well as NOVO safety policies.
Ensure compliance with Simple RSRs’ Federal and State DOT requirements.
Maintain the Simple fleet safely, including vehicle maintenance and cleanliness.
Work with the VP of Simple to implement and direct programs designed to achieve financial goals for Simple and NOVO.
Collaborate with the VP of Simple to implement continuous-improvement tools that improve customer service, reduce costs, and increase product quality.
Drive operational KPI improvement across safety, financial performance, production, human capital, quality, client satisfaction and retention, and inventory control.
Foster a positive working environment and operational transparency across departments.
Hire, train, develop, and coach Route Service Representatives (RSRs) to deliver and organize correct quantities of clean product and pick up soil product within established time windows.
Establish clear goals and objectives for team members.
Ensure efficient account routing and coverage for vacations, holidays, and absences; occasionally cover an RSR shift.
Coach, train, and monitor route performance and inventory management through the RSR check-in process.
Manage implementation of new customer business with support from the Simple Sales team.
Execute business plans to renew, expand, and develop route business.
Ensure completion of all scheduled customer contacts and audits.
Conduct proactive goodwill visits to key accounts on a regular cadence as assigned by the VP of Simple.
Monitor inventory levels, order entry, and integration of production and delivery schedules; prepare and evaluate future build-schedule data and work with Sales to anticipate workload and staffing needs.
Manage daily account functions, including audits, scrub counts, route reconciliations, truck maintenance logs, and linen reconciliation.
Support implementation of green initiatives that advance Simple’s environmental objectives.
Perform other duties as assigned.