Route Service Supervisor: Lead, Coach & Upsell

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

Job summary

Metropolitan Linen Services in New England is seeking a Route Service Supervisor to lead and develop our Route Service Representatives and ensure service excellence across routes. You will focus on driver training, customer satisfaction, route performance, and sales growth, coaching teams to meet Metropolitan standards and drive upsell opportunities.

Experience in supervision, logistics, and customer service is preferred, with a hands-on approach to coaching and performance improvement on a

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.
• 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.

Responsibilities

• Train and onboard new Route Service Representatives on 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.
• 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.
• 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.
• Monitor and improve KPIs including driver attendance, upsell averages, contract renewals, and service quality.

Skills

leadership

coaching

customer service

upselling

route management

performance metrics

communication

Job description

Metropolitan Linen Services in New England is seeking a Route Service Supervisor to lead and develop our Route Service Representatives and ensure service excellence across routes. You will focus on driver training, customer satisfaction, route performance, and sales growth, coaching teams to meet Metropolitan standards and drive upsell opportunities.

Experience in supervision, logistics, and customer service is preferred, with a hands-on approach to coaching and performance improvement on a