Service Center Manager
6 days ago
About Canadian Linen & Uniform Service
Canadian Linen & Uniform Service Corp., a Vestis company, provides uniforms and related products to more than 300,000 customers across North America, in virtually every industry. From designing and manufacturing to laundering and delivering, Canadian Linen works with local and national clients to create and maintain a total uniform solution that promotes teamwork and establishes a professional identity.
Career Opportunity
Canadian Linen & Uniform Service is looking for an experienced Service Center Manager who will be responsible for the overall Service Center/Depot 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, including but not limited to 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 the General Manager.
- Manage day to day activities of Customer Service Program(s) for the Service Department.
- Visit all required customers each quarter to review growth and service opportunities.
- Conduct weekly Route Performance Meetings with each Service Representative.
- Hold Customer Service Representatives accountable to respond and resolve all Service Requests in a timely manner.
- Set clear expectations for customer service and lead by example.
- Spend 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 Representatives proactively follow up on accounts in jeopardy and resolve service concerns expeditiously.
- Recruit, select and hire Customer Service Representatives.
- 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.
- Ensure the effective collecting on accounts receivable and assist when necessary.
- Promote and sustain a safety culture.
- Investigate and report 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.
- 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 their direct routes.
- Complete in person Route Performance meeting with each direct Customer Service Representative once per week to review trend performance, coach and identify opportunities for improvement.
- Daily contact (via remote means) with Customer Service Representatives to address any pending items/situations to ensure timely resolution.
Qualifications:
- Bachelor’s degree in related field or equivalent experience.
- Production management and customer service experience.
- Profit and loss responsibility.
- Significant customer interface and service responsibilities.
- Considerable knowledge of financial information relating to profit and loss sales and capital expenses.
- Demonstrated ability to successfully interface with a variety of organizational functions to get the job done.
- Considerable negotiation skills.
- Computer proficiency.
- Exposure to sales function preferred.
- Strong operations management background.
- Considerable skills in management, human relations and communication.
- Production planning, maintenance or warehouse operations preferred.
What’s in it for you:
- Canadian Linen has been employing people for over 95 years in Canada.
- Competitive pay rate + bonus.
- Great benefits, retirement plan and employee assistance program.
- Ongoing paid training and mentoring.
- Great teammates and collaborative work environment.
- Consistently growing company that promotes from within.
We thank all candidates for their interest. However, only those selected for a telephone interview will be contacted.
Canadian Linen & Uniform Service Corp. is an equal opportunity employer. We are committed to a diverse and inclusive workplace for all. We recognize that our future success depends on the perspectives and contributions of all our employees - their diverse backgrounds, abilities and experiences make our business stronger. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.
Location: Grande Prairie, Alberta
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