Service Operations Coordinator

ImageFIRST Healthcare Laundry Specialists•High Point, NC

6d•Onsite

About The Position

The Service Operations Coordinator is a service leadership role responsible for ensuring coordination between the plant and service teams as well as monitoring daily execution of ImageFIRST service standards. This position ensures daily route execution, including product control, invoice accuracy, loadout management, fleet readiness, and compliance, through a face-to-face daily check-in with each Customer Advocate. The Service Operations Coordinator uses data and reporting tools to monitor route performance, identify trends, and uncover revenue and EBITDA growth opportunities. The Service Operations Coordinator partners closely with Customer Advocates, District Service Managers, Plant Managers, and cross-functional teams to improve service quality, drive customer loyalty, and resolve issues in real time.

Requirements

High School Diploma or equivalent required
Proven leadership and coaching ability
Strong analytical and problem-solving skills
Intermediate computer and reporting system proficiency. Fluency in Microsoft Suite products.
Excellent communication and customer service skills
Valid Driver’s License with a clean driving record
Must possess or obtain a DOT (Department of Transportation) medical certification within a designatedtimeframe

Nice To Haves

Associate degree or higher preferred
Experience in the textile services industry
Prior experience analyzing route performance and financial metrics

Responsibilities

Conduct daily face-to-face check-ins with all Customer Advocates using the Check-In Tool, covering authorization edit review, route notes, work orders, loadout completion, decontamination logs, cleanreturn, and field scan activity.
Verify all 3-Deep customer contacts are entered and accurate for each route daily.
Review and approve daily work order entries and error logs.
Update, and confirm Handheld (route) notes
Track Customer Success Wins and new sales leads and inform District Service Managers and salesleaders where they need to support Customer Advocate.
Review delivery sequence monthly and prior to Customer Advocate PTO.
Inspect loading dock daily
Ensure strict compliance with all DOT (Department of Transportation) safety requirements
Review Daily Driver Vehicle Inspection Reports (DVIRs) and monitor Hours of Service compliance.
Serve as the local fleet safety champion for SMITH System safe driving program, attending CA meetings and reinforcing safety messaging with the local team.
Ensure vehicles are ready and available daily, including truck readiness, DOT/PPE/HLAC supply inventory, and rental coordination. This includes ensuring that PMs and service work are completed. Vehicles should be inspected weekly.
Manage vehicle monitoring program (cameras functioning, alert settings set correctly).
Process monthly fleet invoicing, including mileage entry through Penske Fleet Insight.
Reinforce weekly safety topics and training bites with Customer Advocates during daily check-ins.
Attend and co-lead the weekly product control meetings with the plant manager.
Attend Tier 2 meetings with the plant leadership
Review the Product Usage and Load Comparison Report daily to monitor loadout accuracy.
Coordinate with District Service Managers to schedule Targeted Inventory Management Plans (TIMPs)when Customer Advocates cannot access customer locations for inventory or data shows over or underutilization
Verify loadout completion report daily to ensure Customer Advocates are fully loaded.
Manage loadout cuts and surplus product in coordination with the Plant Manager, communicatingchanges to affected Customer Advocates.
Monitor and adjust par levels based on customer usage trends and CA feedback.
Review curtain change reports to ensure panels are available and changed on schedule.
Review clean return reports to identify product flow issues.
Support and help manage the ImageFIRST Garment Program within a location (e.g., Garment Guarantee program, defective scans, work order maintenance, proactive customer management etc.), activelycoaching CAs and resolving challenges.
Review invoices for the next delivery day with the CA during check-in using the Un-Updated InvoiceReport, correcting errors through adjustment entries.
Review the Price Audit Report to eliminate pricing errors such as missing prices, suggested prices, orduplicate pricing on items.
Review the Threshold Analysis Report weekly to identify accounts with significant billing changes.
Assist to resolve customer concerns quickly and effectively by coordinating across plant, service, andsales teams.
Support new customer account setup and installation, including loadouts, Delivery Master Fileconfiguration, and invoice/program review, with follow-up to ensure successful onboarding.
Collaborate with CAs to identify at-risk accounts and ensure full service team awareness. Support Atrisk meeting discussions by capturing action items and owners.
Conduct weekly reviews of Net Promoter Score (NPS) to identify at-risk accounts and growthopportunities. Provide feedback to DSMs on individual CA performance.
Drive Service Growth initiatives as required.
Review quarterly Service Vision and Customer Promise Training Bites with CAs.
Build trust with Customer Advocates by being responsive, following through, and being present on thedock and in the plant.
Support new Customer Advocates as outlined in their Onboarding Curriculum (systems set up &training, uniform compliance, etc.)
Provide ongoing coaching and performance feedback through daily check-in engagement. This is toreinforce DSM feedback. Periodically responsible for disseminating individual CA training duringcheck-ins.
Escalate repeated performance issues to District Service Managers with supporting documentation.