Service Manager - Dartmouth, Canada - Canadian Linen

Canadian Linen

Verified Company

Dartmouth, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About Canadian Linen & Uniform Service

Canadian Linen & Uniform Service (CLAUS) provides uniforms and related products to more than 300,000 customers nationwide, in virtually every industry.

From designing and manufacturing to laundering and delivering, CLAUS works with local and national clients to create and maintain a total uniform solution that promotes teamwork and establishes a professional identity.

CLAUS operates from over 16 locations nationwide.

Career opportunity

Responsibilities:

Overall Market Center Service results, including but not limited to, Customer Retention, Growth, Loss and Ruin, Safety, Employee Retention, Accounts Receivable (AR) Collection, Renewals, Canadian Linen Direct Sales, Customer Satisfaction, Route Sales and Credits

What you'll do:

Effectively evaluate, coach and develop Service personnel, included but not limited to: Customer Service Managers and Route Personnel
Analyze reports and initiate proper corrective actions for unacceptable trends
Create a pervasive sales culture that fosters team selling via Together In Growth (TIG) and Shared Lead programs
Coordinate and direct assistance in the new account installations as directed by General Manager
Manages day to day activities of Customer Service Program(s) for Service Department
Ensures Customer Service Managers visit all required customers each quarter to review growth and service opportunities
Ensure Customer Service Managers conducts weekly Route Performance Meetings with each Customer Service Representative
Ensure Customer Service Managers is holding Customer Service Representatives accountable to respond and resolve all Service Requests timely
Sets clear expectations for customer service and leads by example
Ensure Customer Service Managers spends 60% of time traveling with service professionals on route conducting observations and visiting customer locations (required visits, and/or day to day situation follow up)
Ensure Customer Service Managers and Customer Service Representatives proactively follow up on accounts in jeopardy and resolve service concerns expeditiously
Coach and assist Customer Service Managers on how to negotiate and secure renewal agreements with existing customers that protect pricing and profitability
Recruit, select and hire Customer Service Managers and Customer Service Representative
Complete one on one meeting with each Customer Service Managers once per week to review trend performance, coach and identify opportunities for improvement.
Deliver and participate in training to ensure customer retention and service goals are met
Daily contact (via remote means) with Customer Service Managers to address any pending items/situations to ensure timely resolution.
Conduct performance evaluations for Customer Service Managers providing specific and detailed feedback on their management and leadership skills and the attainment of their respective goals and objectives.
Ensures Customer Service Managers are effectively collecting on accounts receivable and assist when necessary
Ensure Customer Service Managers protects and manages merchandise control processes
Promote and sustain a safety culture
Investigates and reports on all accidents or incidents, within 24 hours of notification
Maintain high moral character and business ethics that coincide with Canadian Linen and Uniform Services Corporate Standards for business conduct
Support an environment of continuous improvement by making suggestions and implementing where possible
Lead meetings and complete necessary administrative work to improve customer satisfaction
Directly resolve or elicit expertise of company staff personnel in resolution of all matters pertaining to the profitable, safe and efficient operation of the Market Center.
Maintain compliance with all Federal, State and Local laws and regulations that affect Market Center
Comply with Federal Regulations and Company safety policies and practices to promote safety awareness in the Market Centers.
Perform other duties as required or assigned which are reasonably within the scope of the activities enumerated above.
70% of time spent in MC Service Department driving execution of service processes to meet expected results.

30% of the time in the field teaching, training and developing Customer Service Managers (only exception:
if route(s) directly report to them, 60% of the time in the MC Service Department, 40% of the time in the field)

Service Manager with routes reporting directly to them will be responsible for above mentioned areas as well as: 20% of time is spent traveling visiting customer locations (required visits and/or day to day situation follow up) and/or conducting route observations to identify customer satisfaction and growth opportunities
Ensure their direct Customer Service Representative respond to and resolve all Service Requests timely
Coordinate collections for accounts receivable with thei