Regional Service Operations Specialist

HandCraft Linen Services; Florence (SC); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, life, disability

401(k) with company match

Paid PTO including birthday

Paid training and advancement

Employee programs and discounts

Uniforms provided

Job summary

HandCraft Linen Services is seeking a Regional Service Operations Specialist to support customer accounts across the Eastern South Carolina region. You will be the primary operational contact, resolving service concerns, managing linen and scrub inventories, and coordinating with production and transportation teams to keep service running smoothly.

You will collaborate with Sales, Leadership, and other internal teams, manage day-to-day depot activities, and oversee logistics to ensure continuity

Qualifications

• Minimum requirement of a High School Diploma; Bachelor’s Degree preferred or equivalent experience.
• 5+ years’ experience supporting a territory, multiple customer accounts, or multiple locations.
• Relevant experience in customer service operations, account management, route-based services, logistics or related field.
• Proficiency with Microsoft Office and ability to learn CRM, reporting, and operational systems.
• Strong written and verbal communication skills; able to manage difficult conversations professionally.
• Willingness and ability to travel to assigned customer/internal locations for training and field needs.

Responsibilities

• Serve as the primary operational contact for assigned customer accounts.
• Manage customer requests, service concerns, shortages, and urgent issues.
• Coordinate communication and resolution across internal departments.
• Investigate billing questions and invoice discrepancies.
• Support customer reporting, utilization reviews, and sample requests.
• Manage inventory allocations, adjustments, and shortage support.
• Monitor linen and scrub utilization trends and recommend optimization opportunities.
• Review circulating inventory levels and support inventory reporting follow-up.
• Ensure proper product retirement and inventory recovery during account changes.
• Review daily operational reports and service tickets; analyze account health and performance.
• Conduct pricing reviews, contract audits, and account investigations using CRM/reporting tools.
• Create and maintain customer contracts, addendums, and account updates.
• Support renewals, upsell opportunities, credits, and pricing adjustments.
• Maintain account setup accuracy including routes, delivery schedules, holidays, and product changes.
• Coordinate onboarding activities for new business installs; partner with data analysts, transportation and operations teams to ensure successful implementations.
• Support uninstall coordination, communication, and product recovery efforts.
• Collaborate with Sales, Leadership, Production, Transportation and other internal teams to ensure continuity.

Skills

Customer service operations

Account management

CRM

Microsoft Office

Communication

Travel readiness

Education

High School Diploma

Bachelor's degree preferred

Tools

CRM systems

Reporting tools

MS Office

Job description

Position Summary

HandCraft Linen Services is seeking a Regional Service Operations Specialist to support customer accounts throughout the Eastern South Carolina Region. You will serve as the primary operational contact for your accounts, resolve service concerns, manage linen and scrub inventory, and coordinate with production and transportation teams to keep service running smoothly. This role combines customer relationship management with operational problem-solving. You will also coordinate day‑to‑day depot activities and help maintain service and driver accountability through collaboration with transportation leadership.

Essential Duties & Responsibilities

• Serve as the primary operational contact for assigned customer accounts
• Manage customer requests, service concerns, shortages, and urgent issues
• Coordinate communication and resolution across internal departments
• Investigate billing questions and invoice discrepancies
• Support customer reporting, utilization reviews, and sample requests

• Manage inventory allocations, adjustments, and shortage support
• Monitor linen and scrub utilization trends and recommend optimization opportunities
• Review circulating inventory levels and support inventory reporting follow‑up
• Ensure proper product retirement and inventory recovery during account changes

• Review daily operational reports, dashboards, and service tickets
• Analyze account health, utilization trends, and overall performance
• Conduct pricing reviews, contract audits, and account investigations using CRM/reporting tools

• Create and maintain customer contracts, addendums, and account updates
• Support renewals, upsell opportunities, credits, and pricing adjustments
• Maintain account setup accuracy including routes, delivery schedules, holidays, and product changes

• Coordinate onboarding activities for new business installs
• Partner with data analysts, transportation, and operations teams to ensure successful implementations
• Support uninstall coordination, communication, and product recovery efforts

• Work closely with Sales, Leadership, Production, Transportation, and other key internal teams
• Maintain proactive communication to support operational continuity and customer satisfaction
• Identify process improvement and efficiency opportunities

• Will serve as the home office for this role
• Responsible for oversight of day‑to‑day depot operations
• Effective communication with transportation and production teams to ensure logistical and operational efficiency

Basic Qualifications

• Minimum Requirement of a High School Diploma; Bachelors Degree preferred but equivalent relevant experience, training, or certifications may be considered in lieu of a degree
• Minimum 5 years’ experience with supporting a territory, multiple customer accounts, or multiple locations.
• Relevant experience in customer service operations, account management, route‑based services, logistics, distribution, or a related field.
• Proficiency with Microsoft Office and the ability to learn CRM, reporting, and operational systems
• Strong written and verbal communication skills, including the ability to manage difficult conversations professionally
• Must be willing and able to travel to assigned customer locations and to assigned internal locations for training needs, etc.

What You’ll Bring

• Leadership skills and the ability to influence outcomes across teams.
• Ability to adapt to a growing market as new clients are onboarded
• A valid driver’s license and a good driving record.
• Demonstrated ability to take ownership of problems, coordinate solutions, and follow through to resolution

Physical Demands and Work Environment

• Ability to lift and handle linen bags weighing up to 30 pounds on occasion
• Ability to sit, walk, stand, and/or drive for extended periods of time
• Must have reliable transportation and be willing to travel when necessary
• Understand and comply with all safety rules, regulations, and procedures
• Comply with HandCraft and hospital appearance and grooming guidelines
• Must pass hospital credentialing
• Must be willing to receive vaccinations as required by hospital settings

Compensation

Pay Range: $65,000 - $75,000k/year. Compensation may vary based on relevant experience, skills, location, and other job‑related factors, consistent with applicable law.

Benefits

• Comprehensive Benefits: Medical, dental, life, and short‑and‑long‑term disability insurance
• Financial Wellness: 401(k) with company match
• Paid Time Off: PTO plus your birthday as a paid holiday
• Career Growth: Paid training and advancement opportunities
• Employee Programs: Employee Assistance Program (EAP), referral incentives, and employee discounts
• Uniforms Provided: Available for applicable positions

Company Summary

HandCraft Services is a family‑owned provider of industrial laundry and textile services supporting healthcare organizations throughout the Mid‑Atlantic. Through our large‑scale laundry and distribution operations, we process, manage, and deliver healthcare linens, uniforms, and other textile products to hospitals and medical facilities across the region.

Equal Opportunity and Accessibility

HandCraft Services is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status; and consistent with applicable law.

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