Customer Success Manager

Novo Building Products; Rockmart (GA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive pay

Paid Holidays

PTO

401(k) with Employer Match

FSA

HSA

Medical/Dental/Vision

Life/AD&D Insurance

Long-Term Disability

Job summary

NOVO Health Services is seeking a Customer Success Manager for the Simple Rockmart division to service customers in the Georgia market. You will lead a dynamic team, drive KPI improvements, and work with operations leadership to ensure timely, quality linen services while maintaining safety and compliance.

The role requires strong leadership, excellent communication, and the ability to travel up to ~30% to support customers and facilities.

Qualifications

• Bachelor’s Degree or equivalent managerial experience preferred.
• Previous management experience with strong leadership skills.
• Experience implementing Six Sigma, LEAN Statistical Process Control, Toyota Production System (TPS), Shanin or Taguchi Design of Experiments to maximize operational efficiency, reduce costs and improve customer service.
• Detail-oriented with proven organizational skills.
• Excellent written and verbal communication skills.
• Must pass customer credentialing.
• Must have reliable transportation and ability to travel roughly 30%.

Responsibilities

• Provide effective management to improve, control, measure, and increase service quality for simple customers.
• Ensure all team members safely execute tasks daily and provide total customer service to each account.
• Collaborate with Operations leadership to ensure timely, accurate, and quality products meet customer expectations.
• Drive KPIs across safety, finances, production, and client satisfaction.
• Hire, train, develop, and coach Route Service Representatives to deliver the simple pledge.
• Manage route logistics, audits, inventory, and schedule alignments with sales.

Skills

Leadership

Communication

Customer service

Problem solving

Detail orientation

Time management

Adaptability

Strategic thinking

Education

Bachelor’s Degree or equivalent managerial experience preferred

Tools

Microsoft Office

Routing software

CRM software

Job description

Get to know us: NOVO Health Services offers linen management solutions to the healthcare industry. NOVO Health keenly focuses on safety and infection control and provides its partner hospitals with a value-driven linen management control system that measures and monitors linen utilization by department to eliminate excess internal costs. NOVO’s wide range of service programs offer a variety of options to provide a seamless, single source distribution system. NOVO’s regional healthcare linen facilities are HLAC accredited and operate with state-of-the‑art processing equipment and processes.

We are currently looking for a Customer Success Manager for our Simple Rockmart division to service all customers in the Georgia market. We are looking for someone who is confident in decision making, can act quickly, and has excellent communication skills. If you are ready to make a commitment to measurable performance and continuous improvements, then we want to hear from you!

The Customer Success Manager provides effective management to improve, control, measure, and increase the quality of service delivered to simple customers; ensures all team members safely executing the required tasks daily and providing total customer service to each account assigned; works closely with Operations leadership at various processing facilities to ensure timely, accurate and quality products are produced which meet or exceeds customer expectations.

• Follow all Federal, State and local regulations (including OSHA, DOT, FMCSA, etc.) and NOVO Safety policies.
• Ensure compliance with all simple RSR’s with Federal and State DOT requirements.
• Maintain simple’s fleet in a safe manner to include maintenance and cleanliness of all vehicles.
• Work with VP of simple to Implement and direct programs designed to achieve financial goals for simple and NOVO.
• Collaborate with VP of simple to implement tools to support continuous improvement which results in better customer service, lower cost, and higher product quality.
• Drive improvement of KPIs (Key Performance Indicators) which reflect performance levels for the operation. These include safety, financial, production, human capital, quality, client satisfaction and retention and inventory control objectives.
• Create and foster a positive working environment across all departments which produces operational transparency in support of all functions of the business.
• Hire, train, develop and coach Route Service Representatives to ensure each RSR executes the simple pledge to deliver & organize the correct quantities of clean product and pick up soil product within the established time window.
• Responsible for establishing clear goals and objectives for all team members.
• Route Logistics – Ensure efficient routing of accounts and coverage of Vacations, Holidays and absences – may cover RSR shift from time to time.
• Daily coaching, training and monitoring of route performance and inventory management through RSR check in process.
• Manage the implementation of new customer business with the support of the simple Sales team.
• Execute business plans for renewing, expanding and developing route business.
• Ensure 100% completion of scheduled customer contacts and audits.
• Conduct proactive, goodwill visits to key accounts, on a regular cadence, as assigned by VP of simple
• Responsible for monitoring inventory levels, order entry activities and integration of production and delivery schedules. Prepare and evaluate future build schedule data, working with the sales team to anticipate future workload requirements and proper staffing levels.
• Manage daily account functions: (audits, scrub counts, route reconciliations, truck maintenance logs, linen reconciliation etc.).
• Support implementation of “green” initiatives that enhance the objective of simple to be an environmentally friendly operation.
• Other duties as assigned

Requirements

• Bachelor’s Degree or equivalent managerial experience preferred.
• Previous management experience with strong leadership skills.
• Preferred experience of successfully implementing sophisticated manufacturing or process-related tools like Six Sigma, LEAN Statistical Process Control, Toyota Production System (TPS), Shanin or Taguchi Design of Experiments to maximize operational efficiency, reduce costs and improve customer service.
• Demonstrated quality focus and customer centric service background.
• Demonstrated ability to adapt to change, deal with multiple competing demands and a rapidly growing customer base.
• Detail-oriented with proven organizational skills.
• Strong interpersonal skills – ability to manage conflict and capable of communicating and coordinating with multiple departments.
• Excellent written and verbal communication skills.
• Excellent financial awareness.
• Strong computer skills required, excellent working knowledge of Microsoft Office Suite, routing software, and Customer Relations Software packages.
• Strong demonstrated depth of understanding related to production processes and control.
• Self-starter: ability to work independently when required. Ability to set priorities, demonstrate flexibility, multi-task and meet deadlines. Good time management skills.
• Ability to understand and interpret written requirements to assure adherence to documented procedures.
• Demonstrated understanding of the distribution process with a moderate level of DOT understanding preferred.
• Must pass customer credentialing
• Must have reliable transportation and ability to travel roughly 30%, including overnight.

What we can offer you as a full-time associate:

• Competitive pay
• Paid Holidays
• Paid Time Off Program (PTO)
• 401(k) w/Employer Match
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Medical, Dental, and Vision Programs
• Basic Life/AD&D Insurance
• Long-Term Disability (LTD)

Why work for Novo Health Services?

NOVO Health Services strives to be the employer of choice in the hospital sterile and hygienically clean linen industry. To do that, we provide a safe, positive work environment where our associates experience tremendous growth and related opportunities for advancement.

All applicants will be considered for employment without attention to race, color, sex, sexual orientation, gender identity, national origin veteran, or disability status. We are proud to be an equal opportunity workplace and an affirmative action employer. Drug-Free Workplace.