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Service Center Manager

2 months ago

Grande Prairie, Canada Canadian Linen Quebec Linge Full time
About Canadian Linen & Uniform Service

Canadian Linen & Uniform Service Corp., a leading provider of uniforms and related products, serves over 300,000 customers across North America, spanning various industries. From design and manufacturing to laundering and delivery, our company collaborates with local and national clients to create and maintain a comprehensive uniform solution that fosters teamwork and establishes a professional identity.

Career Opportunity

We are seeking an experienced Service Center Manager to oversee the overall performance of the Service Center/Depot, encompassing but not limited to:

  • Customer Retention and Growth
  • Loss and Ruin Prevention
  • Safety and Employee Retention
  • Accounts Receivable (AR) Collection and Renewals
  • Canadian Linen Direct Sales and Customer Satisfaction
  • Route Sales and Credits
Key Responsibilities

The successful candidate will be responsible for:

  • Effectively evaluating, coaching, and developing Service personnel, including route personnel
  • Analyzing reports and initiating corrective actions for unacceptable trends
  • Creating a sales culture that fosters team selling through Together in Growth (TIG) and Shared Lead programs
  • Coordinating and directing assistance in new account installations as directed by the General Manager
  • Managing day-to-day activities of Customer Service Programs for the Service Department
  • Visiting customers quarterly to review growth and service opportunities
  • Conducting weekly Route Performance Meetings with Service Representatives
  • Holding Customer Service Representatives accountable for timely response and resolution of Service Requests
  • Setting clear expectations for customer service and leading by example
  • Spending 60% of time traveling with service professionals on routes, conducting observations, and visiting customer locations
  • Ensuring Customer Service Representatives proactively follow up on accounts in jeopardy and resolve service concerns expeditiously
  • Recruiting, selecting, and hiring Customer Service Representatives
  • Delivering and participating in training to ensure customer retention and service goals are met
  • Daily contact with Customer Service Managers to address pending items and situations
  • Conducting performance evaluations for Customer Service Managers, providing specific and detailed feedback on management and leadership skills
  • Ensuring effective collection of accounts receivable and assisting when necessary
  • Promoting and sustaining a safety culture
  • Investigating and reporting on accidents or incidents within 24 hours of notification
  • Maintaining high moral character and business ethics aligned with Canadian Linen and Uniform Services' Corporate Standards
  • Supporting an environment of continuous improvement by suggesting and implementing ideas
  • Leading meetings and completing administrative work to improve customer satisfaction
  • Directly resolving or eliciting expertise of company staff personnel in resolving matters related to the profitable, safe, and efficient operation of the Market Center
  • Maintaining compliance with federal, state, and local laws and regulations affecting the Market Center
  • Complying with federal regulations and company safety policies and practices to promote safety awareness in the Market Center
  • Performing other duties as required or assigned within the scope of the activities enumerated above
Requirements

The ideal candidate will possess:

  • 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 successfully 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

As a valued member of our team, you can expect:

  • A competitive pay rate and bonus structure
  • Great benefits, retirement plan, and employee assistance program
  • Ongoing paid training and mentoring
  • A collaborative work environment with great teammates
  • A consistently growing company that promotes from within