Vestis Corporation
Job Summary
A Customer Service Manager (CSM) ensures that the assigned Team of Customer Service Representatives (CSRs) in his/her service area work in accordance with company safety guidelines in a productive and efficient manner. The CSM also ensures that delivery vehicles and equipment are clean, maintained, and used safely.
Responsible for overall results and customer retention in the service area by ensuring that the team of CSRs provide excellent service to each customer on each delivery. The CSM diligently works with the team to promote the company, its core values, and its products and services. Opportunities for safety, customer retention, and growth are identified and shared with the CSRs through daily interaction of the C3 Connect Program, C3 Account Management/Visitation Program, and routine route observations.
Essential Job Tasks and Activities Customer Retention
Proactively manages day‑to‑day situations arising from personal and/or program(s) as needed to meet stated business goals for customer service satisfaction with the company’s products and services.
Manages day‑to‑day activities of the customer service program(s) for the assigned area, sets clear expectations for customer service, and leads by example.
Obtains targeted results from the assigned service team in areas such as safety, customer retention, A/R collection, reviews, renewals, pricing, lost/damage/image care, credits, route sales, disposable products, customer satisfaction measures, and other stated financial and/or customer service goals.
Completes in person or via remote means each day the CSR end‑of‑day activities (including but not limited to route settlement, CSR goal setting, coaching, etc.).
Completes visits with key accounts in accordance with the C3 Account Management Program goals and completes all follow‑up reports and recordkeeping in a timely manner.
Completes system (ABS) activities accurately and timely to ensure records are maintained.
Under the direction of the COM, assists in the installation of new customers as defined by the branch‑specific responsibilities.
Delivers and participates in training programs to ensure customer retention and service goals are met.
Communicates weekly with direct reports to assess customer service programs, anticipating and addressing customer questions and concerns in a timely and effective manner.
Ensures follow‑up and timely resolution of all customer alerts and communications, collaborating with branch resources to systematically resolve customer service issues and continually seeking customer satisfaction.
Ensures that customer renewals and pricing are in accordance with the profitability objectives of the branch as established by the Branch/General Manager.
Team Staffing and Development
Builds and maintains relationships with the CSR team and extended service team.
Effectively evaluates, coaches, and develops CSRs’ service and sales skills and techniques to meet service and sales goals, ensuring time is allocated for skill development and motivating the team in accordance with company goals and values.
Holds formal yearly performance discussions, inclusive of informal quarterly and formal mid‑year check‑ins, with each direct report on the assigned team(s).
Responsible for the execution and timely, effective completion of customer service training programs for the assigned service team.
Ensures that all new‑hire training programs are effectively utilized and implemented for new employees.
Maintains and supports corporate financial and service standards.
Ensures that company policies and all applicable laws for recruitment and interviewing are followed.
Safety
Actively ensures that all safety training and compliance programs are followed by all service employees in the area of responsibility.
Ensures daily and weekly fleet inspections, audits, and reviews are completed in a timely manner, filing all required reports and documentation as needed.
Investigates and reports on all accidents or incidents within 24 hours of notification.
Ensures all safety records and documentation are completed promptly.
Maintains and supports corporate financial and service standards.
Organizational Functions
Proactively assists branch, zone, CRC staff, and management with project activities geared toward achieving specific operational and/or financial objectives.
Demonstrates and develops competencies aligned with the job.
Steadfastly upholds and adheres to company values of integrity, respect, responsibility, and trust.
Supervisory Responsibilities
Supports and manages the retention and service efforts of all CSRs for the assigned service area, working with the Customer Operations Manager and the General/Branch Manager for approval on personnel action.
Team and Work Orientation This position is expected to work with zone and branch management to collaboratively support, develop, and manage matters of all business impact, overseeing the work of three to six (typically) CSRs and their associated service routes.
Work Environment The Customer Service Manager will have an assigned workplace for administrative duties and is also expected to spend time traveling, on routes, and at customer locations, as well as in the depot. Frequent visits to the production floor will be required, which includes loud noises, heat, and hazardous equipment in use. Ambient temperatures can range from –10 to 100 °F.
Travel Requirements Twenty–five to thirty percent of this job will require local travel (no overnight). Due to certain geographic delivery areas, ten percent of this job will require overnight travel.
Additional Requirements The expectation is that the work week is not tied to a specific number of hours; additional hours may be necessary (accessibility during non‑operating hours, weekends, or holidays). Must have the ability to lift up to 75 lbs.
Required Qualifications Commercial Vehicles Operation
Must be physically qualified to drive a Commercial Motor Vehicle and carry a medical examiner’s certificate where required by company or federal/provincial regulation.
Minimum Education/Experience
Associate’s degree in business or related discipline, or equivalent business/work experience.
Two to four years of experience in a service environment.
Proven track record of increasing responsibility with documented business results.
Ability to service and deal with a wide variety of customers.
Proven ability to build effective professional relationships cross‑departmentally, with vendors and suppliers.
Proficiency with English (spoken and written) (U.S.–Canada, exclusive of Québec).
Preferred Education Experience
Bachelor’s degree in business or related discipline, or equivalent business/work experience.
Strong attention to detail with the ability to work within a fast‑paced environment, yet willing and able to work effectively with ambiguous circumstances.
Demonstrated capability with the listed competencies for the position.
Knowledge Sets
Sales and Marketing
Customer and Personal Service
Administration and Management
Personnel and Human Resources
Leadership Skills
Monitor processes, materials, or surroundings for action.
Guiding, directing, and motivating subordinates.
Developing and building teams.
Organizing, planning, and prioritizing work.
Coaching and developing others.
Communication Skills
Establishing and maintaining interpersonal relationships.
Communicating with supervisors, peers, or subordinates.
Selling or influencing others.
Oral and written expression and comprehension.
Communicating with persons outside the organization.
Problem sensitivity.
Analytical Skill
Monitor processes, materials, or surroundings.
Deductive and inductive reasoning.
Social perceptiveness.
Service orientations and action.
Judgment and decision making.
Problem sensitivity.
Resolving conflicts and negotiating with others.
Computer / Technical Skills
Specialized software — ABS, CRM, or Goldmine.
Office suite software — Microsoft Office.
Word processing software — Microsoft Word.
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 can enroll in the company’s 401(k) plan and are eligible for 80 hours of vacation, 40 hours of floating holidays, and paid sick time each year. Employees also receive six paid holidays throughout the calendar year.
Compensation The salary rate Vestis reasonably expects to pay for this position ranges from $80,000 to $85,000, 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 may include a bonus or commission.
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Responsible for overall results and customer retention in the service area by ensuring that the team of CSRs provide excellent service to each customer on each delivery. The CSM diligently works with the team to promote the company, its core values, and its products and services. Opportunities for safety, customer retention, and growth are identified and shared with the CSRs through daily interaction of the C3 Connect Program, C3 Account Management/Visitation Program, and routine route observations.
Essential Job Tasks and Activities Customer Retention
Proactively manages day‑to‑day situations arising from personal and/or program(s) as needed to meet stated business goals for customer service satisfaction with the company’s products and services.
Manages day‑to‑day activities of the customer service program(s) for the assigned area, sets clear expectations for customer service, and leads by example.
Obtains targeted results from the assigned service team in areas such as safety, customer retention, A/R collection, reviews, renewals, pricing, lost/damage/image care, credits, route sales, disposable products, customer satisfaction measures, and other stated financial and/or customer service goals.
Completes in person or via remote means each day the CSR end‑of‑day activities (including but not limited to route settlement, CSR goal setting, coaching, etc.).
Completes visits with key accounts in accordance with the C3 Account Management Program goals and completes all follow‑up reports and recordkeeping in a timely manner.
Completes system (ABS) activities accurately and timely to ensure records are maintained.
Under the direction of the COM, assists in the installation of new customers as defined by the branch‑specific responsibilities.
Delivers and participates in training programs to ensure customer retention and service goals are met.
Communicates weekly with direct reports to assess customer service programs, anticipating and addressing customer questions and concerns in a timely and effective manner.
Ensures follow‑up and timely resolution of all customer alerts and communications, collaborating with branch resources to systematically resolve customer service issues and continually seeking customer satisfaction.
Ensures that customer renewals and pricing are in accordance with the profitability objectives of the branch as established by the Branch/General Manager.
Team Staffing and Development
Builds and maintains relationships with the CSR team and extended service team.
Effectively evaluates, coaches, and develops CSRs’ service and sales skills and techniques to meet service and sales goals, ensuring time is allocated for skill development and motivating the team in accordance with company goals and values.
Holds formal yearly performance discussions, inclusive of informal quarterly and formal mid‑year check‑ins, with each direct report on the assigned team(s).
Responsible for the execution and timely, effective completion of customer service training programs for the assigned service team.
Ensures that all new‑hire training programs are effectively utilized and implemented for new employees.
Maintains and supports corporate financial and service standards.
Ensures that company policies and all applicable laws for recruitment and interviewing are followed.
Safety
Actively ensures that all safety training and compliance programs are followed by all service employees in the area of responsibility.
Ensures daily and weekly fleet inspections, audits, and reviews are completed in a timely manner, filing all required reports and documentation as needed.
Investigates and reports on all accidents or incidents within 24 hours of notification.
Ensures all safety records and documentation are completed promptly.
Maintains and supports corporate financial and service standards.
Organizational Functions
Proactively assists branch, zone, CRC staff, and management with project activities geared toward achieving specific operational and/or financial objectives.
Demonstrates and develops competencies aligned with the job.
Steadfastly upholds and adheres to company values of integrity, respect, responsibility, and trust.
Supervisory Responsibilities
Supports and manages the retention and service efforts of all CSRs for the assigned service area, working with the Customer Operations Manager and the General/Branch Manager for approval on personnel action.
Team and Work Orientation This position is expected to work with zone and branch management to collaboratively support, develop, and manage matters of all business impact, overseeing the work of three to six (typically) CSRs and their associated service routes.
Work Environment The Customer Service Manager will have an assigned workplace for administrative duties and is also expected to spend time traveling, on routes, and at customer locations, as well as in the depot. Frequent visits to the production floor will be required, which includes loud noises, heat, and hazardous equipment in use. Ambient temperatures can range from –10 to 100 °F.
Travel Requirements Twenty–five to thirty percent of this job will require local travel (no overnight). Due to certain geographic delivery areas, ten percent of this job will require overnight travel.
Additional Requirements The expectation is that the work week is not tied to a specific number of hours; additional hours may be necessary (accessibility during non‑operating hours, weekends, or holidays). Must have the ability to lift up to 75 lbs.
Required Qualifications Commercial Vehicles Operation
Must be physically qualified to drive a Commercial Motor Vehicle and carry a medical examiner’s certificate where required by company or federal/provincial regulation.
Minimum Education/Experience
Associate’s degree in business or related discipline, or equivalent business/work experience.
Two to four years of experience in a service environment.
Proven track record of increasing responsibility with documented business results.
Ability to service and deal with a wide variety of customers.
Proven ability to build effective professional relationships cross‑departmentally, with vendors and suppliers.
Proficiency with English (spoken and written) (U.S.–Canada, exclusive of Québec).
Preferred Education Experience
Bachelor’s degree in business or related discipline, or equivalent business/work experience.
Strong attention to detail with the ability to work within a fast‑paced environment, yet willing and able to work effectively with ambiguous circumstances.
Demonstrated capability with the listed competencies for the position.
Knowledge Sets
Sales and Marketing
Customer and Personal Service
Administration and Management
Personnel and Human Resources
Leadership Skills
Monitor processes, materials, or surroundings for action.
Guiding, directing, and motivating subordinates.
Developing and building teams.
Organizing, planning, and prioritizing work.
Coaching and developing others.
Communication Skills
Establishing and maintaining interpersonal relationships.
Communicating with supervisors, peers, or subordinates.
Selling or influencing others.
Oral and written expression and comprehension.
Communicating with persons outside the organization.
Problem sensitivity.
Analytical Skill
Monitor processes, materials, or surroundings.
Deductive and inductive reasoning.
Social perceptiveness.
Service orientations and action.
Judgment and decision making.
Problem sensitivity.
Resolving conflicts and negotiating with others.
Computer / Technical Skills
Specialized software — ABS, CRM, or Goldmine.
Office suite software — Microsoft Office.
Word processing software — Microsoft Word.
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 can enroll in the company’s 401(k) plan and are eligible for 80 hours of vacation, 40 hours of floating holidays, and paid sick time each year. Employees also receive six paid holidays throughout the calendar year.
Compensation The salary rate Vestis reasonably expects to pay for this position ranges from $80,000 to $85,000, 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 may include a bonus or commission.
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