Service Manager

Vestis Uniforms and Workplace Supplies | Canadian Linen & Uniform Service | Québec Linge Service D’Uniformes•Phoenix, AZ

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About The Position

The Service Manager is responsible for overall Market Center (MC) Service results, including customer retention and satisfaction, growth, loss and ruin, piece budget, safety, employee retention, accounts receivable collection, renewals, direct sales, route sales, and credits. The role leads, evaluates, coaches, and develops service personnel, including District Managers and Route Sales Representatives, and analyzes performance reports to address unacceptable trends. The Service Manager establishes customer-service expectations, promotes a pervasive sales culture, coordinates opportunities across service and sales teams, supports new-account installations, and manages day-to-day customer service programs. The position oversees customer visits, route performance meetings, service-request resolution, account renewals, collections, merchandise control, and safety practices. It also recruits and hires service staff, conducts performance evaluations and regular coaching, delivers training, leads meetings, and completes related administrative work. The role is primarily based in the Market Center Service Department, with time in the field to teach, train, and develop District Managers. Where routes report directly to the Service Manager, responsibilities also include direct RSR customer visits and route observations, weekly in-person performance meetings, collections coordination, and daily follow-up with RSRs. The position directly resolves or coordinates resolution of matters affecting the profitable, safe, and efficient operation of the Market Center, and performs other duties within the role’s scope as assigned.

Requirements

Bachelor’s degree in a related field or equivalent experience.
Production management and customer service experience.
Profit and loss responsibility.
Significant customer interface and service responsibilities.
Considerable knowledge of financial information relating to profit and loss, sales, and capital expenses.
Demonstrated ability to interface successfully with a variety of organizational functions to get work done.
Considerable negotiation skills.
Computer proficiency.
Strong operations management background.
Considerable management, human relations, and communication skills.

Nice To Haves

Exposure to the sales function.
Production planning, maintenance, or warehouse operations experience.

Responsibilities

Own overall Market Center Service results, including customer retention, growth, loss and ruin, piece budget, safety, employee retention, accounts receivable collection, renewals, Vestis Direct Sales, customer satisfaction, route sales, and credits.
Evaluate, coach, and develop District Managers and Route Personnel.
Analyze reports and initiate corrective actions to address unacceptable trends.
Build a sales culture that encourages team selling through Together In Growth (TIG) and Shared Lead programs.
Coordinate TIG opportunities and TIG days among the Sales Manager, Account Executives, District Managers, and Route Sales Representatives.
Coordinate assistance with new-account installations as directed by the General Manager.
Manage day-to-day Customer Service Program activities for the Service Department.
Ensure District Managers visit required customers each quarter to review growth and service opportunities.
Ensure District Managers conduct weekly Route Performance Meetings with each RSR and hold RSRs accountable for timely service-request responses and resolutions.
Set clear customer-service expectations and lead by example.
Ensure District Managers spend 60% of their time in the field with service professionals, conducting route observations and customer visits for required visits, TIG days, or follow-up.
Ensure District Managers and RSRs proactively follow up on at-risk accounts and resolve service concerns promptly.
Coach and assist District Managers in negotiating and securing renewal agreements that protect pricing and profitability.
Recruit, select, and hire District Managers and Route Sales employees.
Meet one-on-one with each District Manager weekly to review performance trends, coach, and identify improvement opportunities.
Deliver and participate in training to meet customer-retention and service goals.
Contact District Managers daily through remote means to address pending items and situations and ensure timely resolution.
Conduct District Manager performance evaluations, providing specific feedback on management and leadership skills and achievement of goals and objectives.
Ensure District Managers effectively collect accounts receivable and provide assistance when necessary.
Ensure District Managers protect and manage merchandise-control processes.
Promote and sustain a safety culture; investigate and report accidents or incidents within 24 hours of notification.
Maintain business ethics consistent with Vestis Corporate Standards for business conduct.
Support continuous improvement by making and implementing suggestions where possible.
Lead meetings and complete administrative work to improve customer satisfaction.
Resolve or coordinate the resolution of matters affecting the profitable, safe, and efficient operation of the Market Center.
Maintain compliance with applicable federal, state, and local laws and regulations, and comply with federal regulations and company safety policies and practices.
Perform other duties reasonably within the scope of the role as required or assigned.
Spend 70% of time in the MC Service Department driving execution of service processes and 30% in the field teaching, training, and developing District Managers; if routes directly report to the manager, spend 60% in the department and 40% in the field.
For routes reporting directly to the Service Manager: spend 20% of time visiting customer locations or conducting route observations to identify satisfaction and growth opportunities.
For routes reporting directly to the Service Manager: ensure direct RSRs respond to and resolve service requests promptly; coordinate accounts-receivable collections; hold weekly in-person Route Performance Meetings with each direct RSR; and contact RSRs daily remotely to address pending items and ensure timely resolution.