Customer Service Manager

Customer Service Manager

At Vestis®, we provide uniforms, workplace supplies, and professional cleaning that help businesses simplify their workday and keep their teams safe, confident, and focused on what matters most. More than a provider, we are a partner in productivity, trusted to keep you running.

Join us and build a career supporting the people who make it all work.

Location: Minneapolis, MN 55413

Job Overview

The Customer Service Manager has responsibility of an assigned service territory with direct supervision of route representatives. Responsible for Territory service safety and results, including but not limited to, customer retention, growth of the business, loss and ruin, piece budget, employee retention, accounts receivable (AR) collection, customer renewals, Vestis direct sales, customer satisfaction, route sales and credits.

Responsibilities/Essential Functions

• Promote and sustain a safety culture
• Effectively evaluate, coach, and develop Route Sales Representatives (RSRs) in your territory
• Reports directly to a Service Manager or where a Sr. Territory Manager is present, will report to the Sr. Territory Manager. If neither are present, will report to the General Manager
• Create a pervasive sales culture that fosters team selling via Together-In-Growth (TIG) and Shared Lead programs
• Assist in the new account installations as directed by Service Manager and/or General Manager
• Manages day to day activities of customer service program(s) for the territory
• Visit all required customers each quarter to review growth and service opportunities
• Ensure RSRs respond to and resolve all service requests timely
• Sets clear expectations for customer service and leads by example
• 60% of time is spent traveling with service professionals, on route conducting observations and visiting customer locations (required visits, TIG days and/or day to day situation follow up)
• Proactively follow up on accounts in jeopardy and resolve service concerns expeditiously
• Negotiate and secure renewal agreements with existing customers that protect pricing and profitability
• Recruit, select and hire Route Sales employees
• Completes in-person meetings with each RSR once per week to review trends, performance, coach and identify opportunities for improvement.
• Delivers and participates in training to ensure customer retention and service goals are met
• Daily contact (via remote means) with RSRs to address any pending items/situations to ensure timely resolution.
• Attend meetings and complete necessary administrative work to improve customer satisfaction
• Coordinate collections for accounts receivable
• Protect and manage merchandise control processes
• Investigates and reports on all accidents or incidents, within 24 hours of notification

Knowledge/Skills/Abilities

• Demonstrated ability to successfully interface with a variety of organizational functions to get the job done.
• Strong interpersonal, analytical, communication, and customer service skills.
• Considerable negotiation skills.
• Computer proficiency, including working knowledge of MS Office software.
• Exposure to sales function preferred.
• Considerable skills in management, human relations, and communication.

Experience/Qualifications

• High school diploma or equivalent; Bachelor's degree in related field preferred or equivalent experience.
• Two years of service and route-based industry experience, with proven track record for growing customer accounts
• Previous profit and loss accountability and/or contract-managed service experience preferred
• Significant customer interface and service experience
• Production planning, maintenance, or warehouse operations experience preferred.

Working Environment/Safety Requirements/Physical Requirements

• Majority of time will be driving your own vehicle or company step-van to call on customers and supervise employees in the assigned service territory. Will be exposed to weather conditions in the area (heat, wind, cold, rain, snow, etc.).
• Customer visitations may require walking, climbing stairs, pushing/pulling carts, exposure to weather conditions.
• Must be able to frequently lift and maneuver up to 50 pounds and occasionally up to 100 pounds, as well as load/unload product from a truck without assistance.
• Time will also be spent in a company office environment; with exposure at the loading dock, production and warehouse areas, exposure to vehicles for loading/unloading, and exposure to vehicle maintenance.

License Requirements/Certifications

• A valid driver's license is required
• Automobile insurance on personal vehicle
• Must be DOT-certified

Location : 700 Industrial Blvd NE Minneapolis, MN 55413

Benefits

Vestis offers a wide array of comprehensive benefit programs and services including medical, dental, vision, short- and long-term disability, basic life insurance, and paid parental leave. Employees are able to enroll in the company's 401k plan. Employees are eligible for 80 hours of vacation, 40 hours of floating holidays, and paid sick time every year. Employees will also receive 6 paid holidays throughout the calendar year.

Compensation : The salary rate for this position ranges from $70,000 to $75,000 depending on circumstances including an applicant's skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors. Additional compensation includes a bonus.

Headquartered in Roswell, GA, Vestis® is the second largest provider in the industry with over 300,000 customer locations and approximately 20,000 teammates across North America. Vestis® is a leader in the B2B uniform and workplace supplies category. Vestis® provides clean and safe uniform services and workplace supplies to a broad range of North American customers from Fortune 500 companies to locally owned small businesses across a broad set of end markets. The Company's comprehensive service offering includes a full-service uniform rental program, cleanroom and other specialty garment processing, floor mats, towels, linens, managed restroom services, first aid supplies and more.

Vestis® is an equal-opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, relation, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.