Service Manager

Vestis® Market Center 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.

Responsibilities:

• Overall Market Center (MC) Service results, including but not limited to, Customer Retention, Growth, Loss and Ruin, Piece Budget, Safety, Employee Retention, Accounts Receivable (AR) Collection, Renewals, Vestis Direct Sales, Customer Satisfaction, Route Sales and Credits
• Effectively evaluate, coach and develop Service personnel, included but not limited to: District Managers and Route Personnel
• Analyze reports and initiate proper corrective actions for unacceptable trends
• Create a pervasive sales culture that fosters team selling via Together In Growth (TIG) and Shared Lead programs
• Collaborate and coordinate TIG opportunity and TIG days between Sales Manager, Account Executives, District Manager (DM) and Route Sales Representatives (RSR)
• Coordinate and direct assistance in the new account installations as directed by General Manager
• Manages day to day activities of Customer Service Program(s) for Service Department
• Ensures District Managers visit all required customers each quarter to review growth and service opportunities
• Ensure District Manager conducts weekly Route Performance Meetings with each RSR
• Ensure District Manager is holding RSRs accountable to respond and resolve all Service Requests timely
• Sets clear expectations for customer service and leads by example
• Ensure DM spends 60% of time traveling with service professionals on route conducting observations and visiting customer locations (required visits, TIG days and/or day to day situation follow up)
• Ensure DM and RSRs proactively follow up on accounts in jeopardy and resolve service concerns expeditiously
• Coach and assist DM on how to negotiate and secure renewal agreements with existing customers that protect pricing and profitability
• Recruit, select and hire DM and Route Sales employees
• Complete one on one meeting with each DM once per week to review trend performance, coach and identify opportunities for improvement.
• Deliver and participate in training to ensure customer retention and service goals are met
• Daily contact (via remote means) with DMs to address any pending items/situations to ensure timely resolution.
• Conduct performance evaluations for District Managers providing specific and detailed feedback on their management and leadership skills and the attainment of their respective goals and objectives.
• Ensures DMs are effectively collecting on accounts receivable and assist when necessary
• Ensure DM protects and manages merchandise control processes
• Promote and sustain a safety culture
• Investigates and reports on all accidents or incidents, within 24 hours of notification
• Maintain high moral character and business ethics that coincide with Vestis Corporate Standards for business conduct
• Support an environment of continuous improvement by making suggestions and implementing where possible
• Lead meetings and complete necessary administrative work to improve customer satisfaction
• Directly resolve or elicit expertise of company staff personnel in resolution of all matters pertaining to the profitable, safe and efficient operation of the Market Center.
• Maintain compliance with all Federal, State and Local laws and regulations that affect Market Center Comply with Federal Regulations and Company safety policies and practices to promote safety awareness in the Market Centers.
• Perform other duties as required or assigned which are reasonably within the scope of the activities enumerated above.
• 70% of time spent in MC Service Department driving execution of service processes to meet expected results. 30% of the time in the field teaching, training and developing District Managers (only exception: if route(s) directly report to them, 60% of the time in the MC Service Department, 40% of the time in the field)
• Service Manager with routes reporting directly to them will be responsible for above mentioned areas as well as:
• 20% of time is spent traveling visiting customer locations (required visits and/or day to day situation follow up) and/or conducting route observations to identify customer satisfaction and growth opportunities
• Ensure their direct RSRs respond to and resolve all Service Requests timely
• Coordinate collections for accounts receivable with their direct routes
• Completes in person Route Performance meeting with each direct RSR once per week to review trend performance, coach and identify opportunities for improvement.
• Daily contact (via remote means) with RSRs to address any pending items/situations to ensure timely resolution

Qualifications:

• Bachelor's degree in 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 a variety of organizational functions to get the job done.
• 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.

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.

Vestis Commitment to Equal Opportunity Employment

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you will find the contact information below to request the appropriate accommodation.

Reasonable Accommodations and the Online Application Process Consistent with Vestis and Canadian Linen's commitment to equal employment opportunity, we provide reasonable accommodations to qualified individuals with disabilities who need assistance in applying electronically for a position with Vestis or Canadian Linen, unless doing so would impose an undue hardship. To request a reasonable accommodation for this purpose, please call View phone number on click.appcast.io or email us at View email address on click.appcast.io.

Please note that this phone number is to be used solely to request an accommodation with respect to the online application process. Calls for any other reason will not be returned. Reasonable accommodation requests are considered on a case-by-case basis.

Thank you for your interest in an employment opportunity with Vestis, Canadian Linen and Québec Linge.