Service Center Manager

6 days ago

Grande Prairie, Canada Canadian Linen and Uniform Service Corp Full time
About Canadian Linen and Uniform Service Corp.

We are a leading provider of uniforms and related products to over 300,000 customers across North America, serving various industries. Our comprehensive solution includes design, manufacturing, laundering, and delivery, ensuring a professional image for our clients.

Career Opportunity

We are seeking an experienced Service Center Manager to oversee the overall performance of our Service Center/Depot, focusing on customer retention, growth, loss prevention, safety, employee retention, accounts receivable collection, renewals, direct sales, customer satisfaction, route sales, and credits.

Key Responsibilities:
  • Evaluate, coach, and develop service personnel, including route personnel, to ensure exceptional customer service.
  • Analyze reports and implement corrective actions to address unacceptable trends.
  • Create a sales culture that fosters team selling through initiatives like Together in Growth (TIG) and Shared Lead programs.
  • Coordinate new account installations and direct assistance as directed by the General Manager.
  • Manage day-to-day activities of the Customer Service Program for the Service Department.
  • Visit customers quarterly to review growth and service opportunities.
  • Conduct weekly Route Performance Meetings with service representatives to review trends, coach, and identify areas for improvement.
  • Hold service representatives accountable for timely response and resolution of service requests.
  • Set clear expectations for customer service and lead by example.
  • Travel with service professionals on routes to conduct observations and visit customer locations (60% of time).
  • Ensure 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.
  • Maintain daily contact with customer service managers to address pending items and ensure timely resolution.
  • Conduct performance evaluations for customer service managers, providing specific feedback on management and leadership skills and goal attainment.
  • Ensure effective collection of accounts receivable and assist when necessary.
  • Promote and sustain a safety culture.
  • Investigate and report on accidents or incidents within 24 hours.
  • Maintain high moral character and business ethics aligned with Canadian Linen and Uniform Services' Corporate Standards.
  • Support continuous improvement by suggesting and implementing ideas.
  • Lead meetings and complete administrative work to improve customer satisfaction.
  • Directly resolve or elicit expertise from company staff to address matters affecting the profitable, safe, and efficient operation of the Market Center.
  • Maintain compliance with federal, state, and local laws and regulations affecting the Market Center.
  • Comply with federal regulations and company safety policies to promote safety awareness.
  • Perform other duties as required or assigned within the scope of the activities enumerated above.
Requirements:
  • Bachelor's degree in a 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 interface with various organizational functions to achieve goals.
  • 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:
  • We have 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.

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