Customer Account Service Manager

1 month ago

Saint Paul, United States Health Systems Cooperative Laundry Full time
Job DescriptionJob Description

JOB TITLE: Customer Service Account Manager


DEPARTMENT: Customer Service


REPORTS TO: Director of Customer Service


FLSA STATUS: Exempt



DATE: July 2024



JOB SUMMARY:

Reports to the Director of Customer Service, the Customer Service Account Manager manages customer accounts and ensures customer satisfaction. Customer Service Account Managers assist in developing service protocols, handling escalated issues, and analyzing feedback to improve service quality. Will provide customer service support to HSCL designated member and non-member customers. Also, partners with all stakeholders to ensure the successful delivery of linen to customer hospitals and clinics accurately, efficiently, cost-effectively, and satisfactorily while meeting or exceeding customer expectations. Will maintain and enhance both internal and external customer relationships. This position will ensure that established policies, procedures, and safety measures are followed.

ESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO:

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.


  1. Satisfactory attendance
  2. Follows Safety incident reporting protocol in a timely manner.
  3. Conducts on-site visits to maintain relationships and support service staff.
  4. Supports strategic planning & policy development.
  5. During visits, identify and track potential customer cost savings.
  6. Understand the impact of customer's PPAD (Pounds Per Adjusted Patient Day).
  7. Assists customers and staff in resolving technology issues (linen management system)
  8. Responsible for training team on new processes and products at hospitals and clinics. This includes support to non-union leads that do not have HSCL distribution Hospital/Clinic staff.
  9. Act as the customer advocate and primary point of contact with HSCL to ensure successful service relationships with their assigned customers.
  10. Inventory checks for quantity, quality, and data entry accuracy to ensure order requests are correctly recorded and filled daily. Create credits if needed. Approve par changes. Generate reports and present business reviews with clients. Timely entries in the linen system for billing accuracy-Collaborates with Management and the Finance Department to reconcile billing and correct discrepancies.
  11. Completes safety training in a timely manner
  12. Ensure compliance and accuracy of Customer Management Database (CRM)
  13. Supports the distribution of linen to all facilities based on customer needs.
  14. Follow-up on customer service survey results.
  15. Process reports within linen management systems upon request within a reasonable timeframe.
  16. Follow all safety guidelines. This includes road safety while driving personal vehicles during scheduled work hours.
  1. If using a personal vehicle during scheduled work hours, you must maintain an acceptable driving record, a valid driver's license, and minimum personal liability insurance on your vehicle.
  1. Attend weekly Customer Service meetings and any HSCL training and projects as required.
  2. Partners with Customer Service Manager as needed to assist in managing Distribution employees and union employees directly, which may include but are not limited to:
    1. Review and approve weekly payroll.
    2. Manage annual vacation requests and bidding process.
    3. Participates in the hiring process.
    4. Provides direction, development, mentorship, and leadership.
  3. Continuously communicate with all stakeholders (not limited to transportation and customs departments) as appropriate through email, text, Microsoft Teams, phone, in-person, fax, etc., to ensure the transfer of knowledge and the communication of accurate business-related messages.

NON-ESSENTIAL FUNCTIONS:


Performs other duties as required and directed.


KNOWLEDGE, SKILLS, AND ABILITIES:


EDUCATION

  • A bachelor's degree in a related field OR 4+ Years of equivalent experience

EXPERIENCE

  • Account management or exemplary customer service experience in a fast-paced, deadline-driven environment.
  • Three years of direct supervisory/management experience in a production environment
  • Experience working in a union environment.

SKILLS/ABILITIES

  • Demonstrated exceptional customer service skills.
  • Excellent written and verbal communication skills.
  • Ability to collaborate with a diverse team of employees.
  • Excellent organizational skills.
  • Energetic, self-starter.
  • Ability to work independently as well as collaboratively as part of a team.
  • Ability to effectively prioritize and multi-task.
  • Attention to detail.
  • Good math skills.
    • Proficient in Microsoft Office applications, including Word, Excel, and Outlook
  • General understanding of databases (i.e., customer relationship and linen management)
  • Intermediate knowledge of Microsoft Office Suite.
  • Local travel required using own vehicle for on-site customer visits (50+%)
  • Technical background to assist in resolving customer technology-related issues.
  • Lean/Six Sigma experience a plus
  • Experience with budget processes a plus

PHYSICAL DEMANDS:


The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.


While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand, move about the plant facility, use hands to finger, handle, or feel, and reach with hands and arms. The employee may be frequently required to sit for long periods. Employees must be able to conduct customer site visits. The employee must be able to push/pull/lift up to 25 lbs.



WORK ENVIRONMENT:


  1. Fast-paced office environment with continual pressure of deadlines.
  2. Non-climate-controlled plant environment at times.
  3. Hospital/clinic linen departments.
  4. Vehicle, when traveling to customer sites.

NOTE:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, obligations, and activities may change at any time, with or without notice.



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