Head of Customer Experience / Services (Remote)

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

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

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

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.

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

Bachelor’s degree in related field or equivalent experience.

Production management and customer service experience.

Significant customer interface and service responsibilities.

Considerable knowledge of financial information relating to profit and loss sales and capital expenses.

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.

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

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.

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. Please note that this phone number is to be used solely to request an accommodation with respect to the online application process. Job Family In Unit-Service-Management