Customer Service Manager

Canadian-Linen-; Pocatello (ID); On-site; USD 65,000 - 90,000; Full time

Job summary

Canadian-Linen- is seeking a Customer Service Manager to lead a defined service territory, supervising Route Sales Representatives and driving customer retention, growth, and service results. The role emphasizes safety, performance, and accounts receivable collection while ensuring timely customer service responses.

You will spend about 60% of your time traveling with service professionals, conducting route observations, and meeting customers quarterly to review opportunities.

Qualifications

• High school diploma required; bachelor's degree preferred.
• Two years of service/route-based industry experience with a track record of growing accounts.
• Experience with profit and loss accountability or contract-managed service is preferred.

Responsibilities

• Promote and sustain a safety culture.
• Coach and develop Route Sales Representatives in your territory.
• Report to Service Manager or Sr. Territory Manager; or General Manager if those roles are absent.
• Foster a pervasive sales culture via TIG and Shared Lead programs.
• Assist in new account installations as directed by leadership.
• Manage day-to-day activities of the customer service program for the territory.
• Visit required customers each quarter to review growth opportunities.
• Ensure RSRs respond to and resolve service requests promptly.
• Set clear expectations and lead by example.
• Travel 60% of the time with service professionals to observe and visit locations.
• Follow up on at-risk accounts and resolve service concerns quickly.
• Negotiate renewals to protect pricing and profitability.
• Recruit, select and hire Route Sales employees.
• Hold weekly in-person meetings with each RSR to review trends and opportunities.
• Deliver training to ensure retention and service goals are met.
• Maintain daily contact with RSRs to resolve pending items.

Skills

Interpersonal skills

Analytical skills

Communication skills

Customer service

Negotiation

MS Office

Management

Human relations

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

MS Office

Job description

Job Overview

The Customer Service Manager has responsibility of an assigned service territory with direct supervision of route representatives. Responsible for Territory 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. Territory Manager is present, will report to the Sr. Territory 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.
• Considerable negotiation skills.
• Computer proficiency, including working knowledge of MS Office software.
• Exposure to sales function preferred.
• Considerable skills in management, human relations, and communication.

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.

Working Environment/Safety Requirements/Physical 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.

License Requirements/Certifications

• A valid driver’s license is required
• Automobile insurance on personal vehicle
• Must be DOT-certified