DRIVER SUPERVISOR

Metropolitan Linen Service Corp; Haverhill (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Metropolitan Linen Services in Haverhill, MA is seeking a Route Service Supervisor to train and lead our Route Service Representatives, improve route performance and customer satisfaction. You will focus on coaching, upselling, and ensuring service standards across the route, with a hands-on management style and strong collaboration with Customer Service.

This full-time role requires a valid driver's license and the ability to conduct ride-alongs; prior supervisory or route service experience is

Qualifications

• Previous supervisory, route service, delivery, or customer service experience preferred.
• Strong leadership and coaching skills.
• Ability to hold employees accountable while helping them improve.
• Sales-minded with ability to coach employees on upselling.

Responsibilities

• Train and onboard Route Service Representatives on policies, safety, customer service, and route management.
• Conduct ride-alongs and monitor RSR performance.
• Provide coaching and retraining for service issues or performance concerns.
• Identify improvement areas and work with RSRs to enhance performance.
• Monitor attendance and ensure service expectations are met.

Skills

Leadership

Coaching

Customer service

Upselling

Communication

Time management

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

DRIVER SUPERVISOR

Full Time Haverhill, MA, US

Route Service Supervisor

Metropolitan Linen Services is looking for a motivated and hands-onRoute Service Supervisor to support and develop our Route Service Representatives (RSRs). This position will focus on driver training, customer satisfaction, route performance, sales growth, and ensuring our service team consistently meets Metropolitan standards.

Key Responsibilities

Driver Training & Performance

• Train and onboard new Route Service Representatives on company policies, safety procedures, customer service expectations, and route management.
• Conduct ride-alongs and regularly monitor RSR performance.
• Provide coaching and retraining when service issues, customer complaints, or performance concerns arise.
• Identify areas for improvement and work directly with RSRs to correct issues and improve performance.
• Monitor driver attendance and ensure company attendance and service expectations are being followed.

Sales & Upselling

• Coach RSRs on identifying opportunities to increase products and services at existing customer accounts.
• Work toward a team goal of averaging$100 in monthly upsells per customer.
• Track individual and team upselling performance and provide ongoing coaching to help RSRs meet goals.
• Develop strategies to motivate the team and improve overall sales performance.

Customer & Route Management

• Conduct customer visits and shelf inventories to ensure proper product levels, rotation, and inventory control while avoiding unnecessary overstock.
• Provide RSRs with clear route and service instructions to improve efficiency and customer satisfaction.
• Assist with resolving customer complaints and service issues quickly and professionally.
• Work closely with Customer Service and other departments to identify recurring issues and prevent future service problems.
• Support customer retention and contract renewal efforts by maintaining strong service standards.

Key Performance Metrics

The Route Service Supervisor will be responsible for monitoring and improving:

• Group upselling average
• Customer contract renewals and retention
• Number of service tickets caused by driver errors
• Customer complaints and overall service quality
• RSR training and performance improvement

What We're Looking For

• Previous supervisory, route service, delivery, or customer service experience preferred.
• Strong leadership and coaching skills.
• Ability to hold employees accountable while helping them improve.
• Strong customer service and problem-solving skills.
• Sales-minded with the ability to coach employees on upselling.
• Organized and comfortable tracking performance metrics.
• Ability to communicate effectively with drivers, customers, managers, and other departments.
• Valid driver's license and ability to conduct route ride-alongs as needed.

Metropolitan Linen Services is a family-owned linen and uniform service company serving businesses throughout New England. We are looking for someone who can lead by example, develop a strong route service team, and help us continue improving the experience we provide to our customers.