Inside/Outside Route Service Manager

Responsible to: Service Manager

Essential Job Functions:

1. Able to direct and assign tasks effectively

2. Ability to professionally communicate (either written, verbal or by email) with department personnel, other managers, and customers

3. Able to read letters, reports, and handheld computer display terminals

4. Accountability of confidential information

5. Good problem-solving skills

6. Understands market and the competition

7. Good computer skills, Alliant, Word, Excel, and other software

8. Maintain a clean driving record and able to drive box trucks

9. Ability to constantly pick up and carry up to 50 lbs. of weight

10. Able to stand, walk, drive and/or sit still for extended periods

11. Ability to drive all company vehicles

Major Goals:

1. Responsible for all internal administrative work related to the service department

2. Reaching and maintaining outstanding customer loyalty ratings

3. Responsible for all incoming customer service calls or letters dealing with concerns or request deriving form service department personnel in proper, timely, and efficient manner

4. Support and partnering with outside Route Manager and Service Manager

5. Support department performance quarterly and yearly goal achievement

6. Build a positive company image through good service and customer relations

7. Coordinate and insure all new accounts are handled effectively with sales support personnel

8. Insure proper ordering, maintenance, insurance, and daily logs of truck fleet

9. Customer Retention – Zero route shrinkage. Routes need to end quarter at the same volume or greater volume than the start of each quarter

10. Service Agreement Renewals – Coordinates renewal of all accounts from $35 stop minimum up to $249 with assistance from RSR’s and Service Manager

11. Customer Visitations – Maintain company visitation policies on all accounts that fall under service agreement renewal responsibilities

12. Customer Loyalty – Assist in maintaining and developing Customer Loyalty (Advocate) ratings of 70% or higher

13. Coaching and Training – Maintain a weekly training schedule for RSR’s and Route Specialist to include field rides and progressive discipline as needed

Duties and Responsibilities:

Personnel -

1. Supervise and direct the work of RSR’s and Route Specialist including complete training

2. Assist in process or interviewing, testing, and hiring of service department personnel

3. Ensure that information is transferred clearly and openly to outside service, route managers and route service representatives

4. Schedule vacations, holidays, and personal leave for service department in unison with Service Manager

5. Manager and schedule holiday routes and re - routing

6. Produce and follow up on specials with trainees, route managers, and service manager

7. Complete daily route check-in with all RSR’s approve all credits and re -dates

8. Always provides and demands a “Proactive vs. Reactive” approach to ALL aspects of the job, especially in the area of customer service

9. Ensure all RSR’s and Route Specialist become proficient in the enforcement of garment charges as it relates to pricing, damage garments, loss charges, and billing

10. Assist RSR’s and strategize weekly on service agreement renewals of $35 to $50

Equipment –

1. Ensure proper maintenance and appearance of truck fleet (i.e. scheduled maintenance, DOT files, daily logs

2. Ensure that all documentation, permits, tags, and insurance requirements are meet for all fleet vehicles

3. Maintain weekly vehicle washing schedule with truck un – loader

4. Complete all accident reports with RSR, Route Manager, Service Manager, and HR administrator

Coaching and Training

1. Responsible for coordinating the training of new employees in their district using established training guideline for the department

2. Must conduct 2 formal field evaluations per week with RSR’s (26 per quarter) evaluating their performance and behavior to identify and improve deficient areas

3. Identify and reward success for improved performance by RSR’S and Route Specialists

4. Conduct weekly 1 on 1 meetings with each RSR to review performance, discuss trouble accounts, lost accounts, renewals, and any other issues pertaining to the job

5. Lead their team in sales contest in conjunction with Service Manager and IRM

6. Educate all RSR’s and Specialist in company policies and procedures

Planning & Financial –

1. Work with Service Manager to maintain standards of productivity and quality

2. Supervise RSR cash turn – ins and monitor payments on all cash accounts

3. Coordinate new account installs with sales support coordinator

4. Follow up on customer service issues (i.e., letters, emails, calls, and faxes)

5. Follow up on plant quality and stockroom issues with production, stockroom, outside route, and service managers

6. Maintain ordering and monitoring of Nextel phones and billing

Administrative –

1. Respond to all customer request and solve issues quickly with assistance from CSC, ORM, and SM

2. Establish and maintain good rapport between company and customers

3. Works closely with all department managers to promote harmony between employees of all departments

4. Participate and organize sales contest with GM

Education –

1. Keep professionally updated to industry trends by periodic visits to Central States, Alliant, or other professional seminars

This job description is to be used as a guideline for the position. It is not intended to include ALL activities and assignments that may be required by the position.

I have explained in detail all aspects, responsibilities, and expectations of the job description to:

____________ ________________ By

I have read, and understand all aspects, responsibilities, and expectations of the job description.

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Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Work Location: One location

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