Customer Service Manager

Vestis Corp; Kansas City (MO); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company in uniform services is seeking a Customer Service Manager to oversee service territories and route representatives. The role involves promoting safety, managing customer relationships, and ensuring service excellence. Ideal candidates will have strong interpersonal and communication skills, with experience in service and route management. This position requires regular travel and the ability to lift heavy items, ensuring customer satisfaction and team performance.

Qualifications

• Two years of service and route-based industry experience.
• Experience with profit and loss accountability preferred.

Responsibilities

• Manage customer service programs and territory service.
• Recruit, select, and hire Route Sales employees.
• Ensure timely resolution of service requests.

Skills

Interpersonal Skills

Analytical Skills

Communication

Customer Service

Education

High School Diploma

Bachelor's Degree

Tools

MS Office

Job description

Aramark Uniform Services is now Vestis! Visit www.vestis.com to learn more.

Vestis Uniforms and Workplace Supplies provides uniforms and related products to more than 400,000 customers nationwide, in virtually every industry. From designing and manufacturing to laundering and delivering, Vestis works with local and national clients to create and maintain a total uniform solution that promotes teamwork and establishes a professional identity. Vestis operates from over 200 locations nationwide.

Overview:

The Customer Service Manager has responsibility of an assigned service territory with direct supervision of route representatives. Responsible for territory’s service, safety, and results, including but not limited to, customer retention, growth of the business, loss and ruin, piece budget, employee retention, accounts receivable (AR) collection, customer renewals, Vestis direct sales, customer satisfaction, route sales and credits.

Responsibilities/Essential Functions:

• Promote and sustain a safety culture
• Effectively evaluate, coach, and develop Route Sales Representatives (RSRs) in your territory
• Reports directly to a Service Manager or where a Sr. Customer Service Manager is present, will report to the Sr. Customer Service Manager. If neither are present, will report to the General Manager
• Create a pervasive sales culture that fosters team selling via Together-In-Growth (TIG) and Shared Lead programs
• Assist in the new account installations as directed by Service Manager and/or General Manager
• Manages day to day activities of customer service program(s) for the territory
• Visit all required customers each quarter to review growth and service opportunities
• Ensure RSRs respond to and resolve all service requests timely
• Sets clear expectations for customer service and leads by example
• 60% of time is spent traveling with service professionals, on route conducting observations and visiting customer locations (required visits, TIG days and/or day to day situation follow up)
• Proactively follow up on accounts in jeopardy and resolve service concerns expeditiously
• Negotiate and secure renewal agreements with existing customers that protect pricing and profitability
• Recruit, select and hire Route Sales employees
• Completes in-person meetings with each RSR once per week to review trends, performance, coach and identify opportunities for improvement.
• Delivers and participates in training to ensure customer retention and service goals are met
• Daily contact (via remote means) with RSRs to address any pending items/situations to ensure timely resolution.
• Attend meetings and complete necessary administrative work to improve customer satisfaction
• Coordinate collections for accounts receivable
• Protect and manage merchandise control processes
• Investigates and reports on all accidents or incidents, within 24 hours of notification

Knowledge/Skills/Abilities:

• Demonstrated ability to successfully interface with a variety of organizational functions to get the job done.
• Strong interpersonal, analytical, communication, and customer service skills.
• Computer proficiency, including working knowledge of MS Office software.
• Exposure to sales function preferred.
• Considerable skills in management, human relations, and communication.

Working Environment/Safety Requirements:

• Majority of time will be driving your own vehicle or company step-van to call on customers and supervise employees in the assigned service territory. Will be exposed to weather conditions in the area (heat, wind, cold, rain, snow, etc.).
• Customer visitations may require walking, climbing stairs, pushing/pulling carts, exposure to weather conditions.
• Must be able to frequently lift and maneuver up to 50 pounds and occasionally up to 100 pounds, as well as load/unload product from a truck without assistance.
• Time will also be spent in a company office environment; with exposure at the loading dock, production and warehouse areas, exposure to vehicles for loading/unloading, and exposure to vehicle maintenance.

Experience/Qualifications:

• High school diploma or equivalent; Bachelor’s degree in related field preferred or equivalent experience.
• Two years of service and route-based industry experience, with proven track record for growing customer accounts
• Previous profit and loss accountability and/or contract-managed service experience preferred
• Significant customer interface and service experience
• Production planning, maintenance, or warehouse operations experience preferred.

License Requirements/Certifications:

• Driver’s license
• Automobile insurance on personal vehicle
• Meet minimum DMV/MVR points per company policy
• Successful completion of criminal background, motor vehicle record, and drug screen checks.

Location : 4975 Stilwell Street Kansas City, MO 64120

Qualifications

Education

Required

High School or better.

Licenses & Certifications

Required

Drivers License (Not CDL)

Preferred

DOT Medical Certification

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.