Customer Success Manager

Get to know us: NOVO Health Services offers linen management solutions to the healthcare industry. NOVO Health keenly focuses on safety and infection control and provides its partner hospitals with a value-driven linen management control system that measures and monitors linen utilization by department to eliminate excess internal costs. NOVOs wide range of service programs offer a variety of options to provide a seamless single source distribution system. NOVOs regional healthcare linen facilities are HLAC accredited and operate with state-of-the-art processing equipment and processes.

We are currently looking for a Customer Success Manager for our Simple Rockmart division to service all customers in the Georgia market. We are looking for someone who is confident in decision making can act quickly and has excellent communication skills. If you are ready to make a commitment to measurable performance and continuous improvements then we want to hear from you!

The Customer Success Manager provides effective management to improve control measure and increase the quality of service delivered to simple customers; ensures all team members safely executing the required tasks daily and providing total customer service to each account assigned; works closely with Operations leadership at various processing facilities to ensure timely accurate and quality products are produced which meet or exceeds customer expectations.

• Follow all Federal State and local regulations (including OSHA DOT FMCSA etc.) and NOVO Safety policies.
• Ensure compliance with all simple RSRs with Federal and State DOT requirements.
• Maintain simples fleet in a safe manner to include maintenance and cleanliness of all vehicles.
• Work with VP of simple to Implement and direct programs designed to achieve financial goals for simple and NOVO.
• Collaborate with VP of simple to implement tools to support continuous improvement which results in better customer service lower cost and higher product quality.
• Drive improvement of KPIs (Key Performance Indicators) which reflect performance levels for the operation. These include safety financial production human capital quality client satisfaction and retention and inventory control objectives.
• Create and foster a positive working environment across all departments which produces operational transparency in support of all functions of the business.
• Hire train develop and coach Route Service Representatives to ensure each RSR executes the simple pledge to deliver & organize the correct quantities of clean product and pick up soil product within the established time window.
• Responsible for establishing clear goals and objectives for all team members.
• Route Logistics Ensure efficient routing of accounts and coverage of Vacations Holidays and absences may cover RSR shift from time to time.
• Daily coaching training and monitoring of route performance and inventory management through RSR check in process.
• Manage the implementation of new customer business with the support of the simple Sales team.
• Execute business plans for renewing expanding and developing route business.
• Ensure 100% completion of scheduled customer contacts and audits.
• Conduct proactive goodwill visits to key accounts on a regular cadence as assigned by VP of simple
• Responsible for monitoring inventory levels order entry activities and integration of production and delivery schedules. Prepare and evaluate future build schedule data working with the sales team to anticipate future workload requirements and proper staffing levels.
• Manage daily account functions: (audits scrub counts route reconciliations truck maintenance logs linen reconciliation etc.).
• Support implementation of green initiatives that enhance the objective of simple to be an environmentally friendly operation.
• Other duties as assigned

Requirements:

• Bachelors Degree or equivalent managerial experience preferred.
• Previous management experience with strong leadership skills.
• Preferred experience of successfully implementing sophisticated manufacturing or process-related tools like Six Sigma LEAN Statistical Process Control Toyota Production System (TPS) Shanin or Taguchi Design of Experiments to maximize operational efficiency reduce costs and improve customer service.
• Demonstrated quality focus and customer centric service background.
• Demonstrated ability to adapt to change deal with multiple competing demands and a rapidly growing customer base.
• Detail-oriented with proven organizational skills.
• Strong interpersonal skills ability to manage conflict and capable of communicating and coordinating with multiple departments.
• Excellent written and verbal communication skills.
• Excellent financial awareness.
• Strong computer skills required excellent working knowledge of Microsoft Office Suite routing software and Customer Relations Software packages.
• Strong demonstrated depth of understanding related to production processes and control.
• Self-starter: ability to work independently when required. Ability to set priorities demonstrate flexibility multi-task and meet deadlines. Good time management skills.
• Ability to understand and interpret written requirements to assure adherence to documented procedures.
• Demonstrated understanding of the distribution process with a moderate level of DOT understanding preferred.
• Must pass customer credentialing
• Must have reliable transportation and ability to travel roughly 30% including overnight.

What we can offer you as a full-time associate:
Competitive pay
Paid Holidays
Paid Time Off Program (PTO)
401(k) w/Employer Match
Flexible Spending Account (FSA)
Health Savings Account (HSA)
Medical Dental and Vision Programs
Basic Life/AD&D Insurance
Long-Term Disability (LTD)

Why work for Novo Health Services

NOVO Health Services strives to be the employer of choice in the hospital sterile and hygienically clean linen industry. To do that we provide a safe positive work environment where our associates experience tremendous growth and related opportunities for advancement.
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All applicants will be considered for employment without attention to race color sex sexual orientation gender identity national origin veteran or disability status. We are proud to be an equal opportunity workplace and an affirmative action employer. Drug-Free Workplace.

Required Experience:

IC