Service Manager

NIXON MEDICAL•San Antonio, TX

About The Position

Job Summary: The incumbent is responsible for the management of all assigned routes. The Service Manager (SM) serves as the primary contact for customers ensuring achievement of all revenue, cost containment, quality and customer service standards. Service Manager is also responsible for covering when assigned RSRs are unable to operatetheir assigned routes. Essential Functions: Supervises 3-6 Route Service Representatives, monitoring work performance for compliance with company and department policies, including but not limited to attendance/punctuality, customer service, entering of data into Route Assistant (PDA), etc. Works with Certified Route Trainer to ensure new and assigned RSR’s understand responsibilities. Serves as the primary management contact for all assigned accounts/routes handling all service issues -facilitate and/or perform new account installs, customer service issues, establish strong business relationships, continually improve customer service and customer loyalty, retain current accounts and address requests to discontinue service. Ensures Route Service Representatives (RSR’s) adhere to standard departmental procedures while performing essential job functions. Grows business with existing accounts and ensure team revenue objectives are achieved. . Meets daily with RSRs, , discuss customer concerns, plan for the next service day, facilitate receipt of additional items from the Production department. Participates in management and communication of RSR progress on key performance indicators (KPI). Visits customers and establish strong business relationships as per the Customer Visitation Program. Responds to Customer Service Requests (CSR’s) in an immediate and/or timely manner. Controls cost through economical use of assigned staff, materials and resources. Maintains current and accurate records for all Customer Service Agreements (CSA) on assigned routes. Promotes positive relationships and participative approaches with all associates and departments. Promotes an empowering environment conducive to creativity, growth and personal responsibility. Covers all assigned routes when RSRs are unavailable. Lead weekly department meeting meant to improve business performance as assigned.

Requirements

Knowledge and skill in operating office equipment (such as phone, fax machine, copier, PDA’s etc), and computer software such as MS Office including, Word, Excel, Outlook required.
Must have proven skills in managing multiple priorities, strong organizational and decision-making skills and excellent customer relations.
Communication, both verbal and written skills are required.
Able to work independently in a fast-paced and challenging environment.
Two years of customer service experience required.
Valid driver’s license and clean driving record required at all times.

Nice To Haves

Bachelor’s (BA/BS) degree preferred. A combination of education, military experience, or relevant and successful work experience may be acceptable in lieu of a four-year degree. Relevant and successful work experience may be acceptable in lieu of educational requirement.
Minimum one year of route service experience preferred.
Proven experience in management and supervision preferred.

Responsibilities

Supervises 3-6 Route Service Representatives, monitoring work performance for compliance with company and department policies, including but not limited to attendance/punctuality, customer service, entering of data into Route Assistant (PDA), etc.
Works with Certified Route Trainer to ensure new and assigned RSR’s understand responsibilities.
Serves as the primary management contact for all assigned accounts/routes handling all service issues -facilitate and/or perform new account installs, customer service issues, establish strong business relationships, continually improve customer service and customer loyalty, retain current accounts and address requests to discontinue service.
Ensures Route Service Representatives (RSR’s) adhere to standard departmental procedures while performing essential job functions.
Grows business with existing accounts and ensure team revenue objectives are achieved.
Meets daily with RSRs, , discuss customer concerns, plan for the next service day, facilitate receipt of additional items from the Production department.
Participates in management and communication of RSR progress on key performance indicators (KPI).
Visits customers and establish strong business relationships as per the Customer Visitation Program.
Responds to Customer Service Requests (CSR’s) in an immediate and/or timely manner.
Controls cost through economical use of assigned staff, materials and resources.
Maintains current and accurate records for all Customer Service Agreements (CSA) on assigned routes.
Promotes positive relationships and participative approaches with all associates and departments.
Promotes an empowering environment conducive to creativity, growth and personal responsibility.
Covers all assigned routes when RSRs are unavailable.
Lead weekly department meeting meant to improve business performance as assigned.