Regional Service Operations Specialist

HandCraft Services•Florence, SC

15h•Hybrid

About The Position

HandCraft Linen Services is seeking a Regional Service Operations Specialist to support customer accounts throughout the Eastern South Carolina Region. You will serve as the primary operational contact for your accounts, resolve service concerns, manage linen and scrub inventory, and coordinate with production and transportation teams to keep service running smoothly. This role combines customer relationship management with operational problem-solving. You will also coordinate day-to-day depot activities and help maintain service and driver accountability through collaboration with transportation leadership.

Requirements

Minimum Requirement of a High School Diploma; Bachelors Degree preferred but equivalent relevant experience, training, or certifications may be considered in lieu of a degree
Minimum 5 years’ experience with supporting a territory, multiple customer accounts, or multiple locations.
Relevant experience in customer service operations, account management, route-based services, logistics, distribution, or a related field.
Proficiency with Microsoft Office and the ability to learn CRM, reporting, and operational systems
Strong written and verbal communication skills, including the ability to manage difficult conversations professionally
Must be willing and able to travel to assigned customer locations and to assigned internal locations for training needs, etc.
A valid driver’s license and a good driving record.
Demonstrated ability to take ownership of problems, coordinate solutions, and follow through to resolution
Must pass hospital credentialing
Must be willing to receive vaccinations as required by hospital settings

Nice To Haves

Leadership skills and the ability to influence outcomes across teams.
Ability to adapt to a growing market as new clients are onboarded

Responsibilities

Serve as the primary operational contact for assigned customer accounts
Manage customer requests, service concerns, shortages, and urgent issues
Coordinate communication and resolution across internal departments
Investigate billing questions and invoice discrepancies
Support customer reporting, utilization reviews, and sample requests
Manage inventory allocations, adjustments, and shortage support
Monitor linen and scrub utilization trends and recommend optimization opportunities
Review circulating inventory levels and support inventory reporting follow-up
Ensure proper product retirement and inventory recovery during account changes
Review daily operational reports, dashboards, and service tickets
Analyze account health, utilization trends, and overall performance
Conduct pricing reviews, contract audits, and account investigations using CRM/reporting tools
Create and maintain customer contracts, addendums, and account updates
Support renewals, upsell opportunities, credits, and pricing adjustments
Maintain account setup accuracy including routes, delivery schedules, holidays, and product changes
Coordinate onboarding activities for new business installs
Partner with data analysts, transportation, and operations teams to ensure successful implementations
Support uninstall coordination, communication, and product recovery efforts
Work closely with Sales, Leadership, Production, Transportation, and other key internal teams
Maintain proactive communication to support operational continuity and customer satisfaction
Identify process improvement and efficiency opportunities
Responsible for oversight of day-to-day depot operations
Effective communication with transportation and production teams to ensure logistical and operational efficiency