Account Manager

3 weeks ago


Houston, United States Texas Medical Center Hopsital Laundry Full time

**Summary**:
This position exists to further develop, cultivate and manage the needs of existing business relationships in local acute and outpatient facilities for the Greater Area of Houston, Texas. The Account Manager works meticulously with all assigned accounts to ensure a high degree of customer satisfaction with all TMCHL services and ensure that the customer maintains proper linen management, linen usage, and inventory control. The following essential duties and responsibilities demand a high-level of personal accountability, as the Account Manager is expected to exercise independent judgment and discretion to get the highest customer results and to set his/her own day-to-day schedule to accomplish those results.

**Plant Duties**
- Works closely with all assigned accounts to ensure a high degree of customer satisfaction with all TMCHL services and ensure that the customer maintains proper linen management, linen usage, and inventory control.
- Frequently visit customers and monitor linen supply levels, linen cart usage, and maintain current contact information for the facility.
- Educate customers about proper linen and cart usage, Reject Linen Program, and special handling procedures for specialty items (robes, curtains, miscellaneous items).
- Provide current & historical data for customer needs.
- Maintain Monthly Reports
- Maintain open and contact communication channels between the Laundry and the client.
- Communicate information to customers about issues relating linen orders, linen outages, product or service issues, and service issues related to drivers.
- Communicate TMC Laundry schedule for Holiday’s and weather-related events regarding closure and delivery changes.
- Review and be familiar with customer contracts:

- Ensure services and products are provided according to contractual terms.
- Ensure all contracts are renewed.
- Responsible for setting up linen services with new customers.
- Educate staff on TMC Laundry products and services, ordering procedures, linen utilization, and monitoring linen supply.
- Provide samples of rental linen and seek opportunities to convert Customer Owned Goods to Rental Linen.

**Client Duties**

1. Primary liaison between TMC Laundry and Facility regarding ControlTex, linen usage reports, linen awareness days, support with linen committees, end-user quality/service concerns.
- Provide ControlTex reports to customers upon request regarding linen utilization from a facility to the department level (soiled to clean, linen poundage, average linen usage).
- Provide ControlTex support for client in need of assistance: ControlTex setup, adding/deleting and area or item, adjusting areas/items quantities for future shipments.

2. Provide quality service and support to an assigned group of customers:
3. Visit all customers at specified intervals (weekly, every other week, monthly, etc.)

4. Assure customer satisfaction with all aspects of TMCHL service. This includes if applicable general linen rental, sterile surgical packs, linen management services, etc.
- Establish and maintain positive working relationships throughout the customer’s organization including the linen department, environmental services, materials management, CS or SPD, surgery, administration, nursing, finance, infection control, ancillary departments, etc.
- Ensure each customer has appropriate systems for determining TMCHL product requirements, assessing inventory of linen and linen carts, adjusting orders, distributing linen or TMCHL products, using TMCHL products in an appropriate manner, returning used product to TMCHL in a timely manner, and controlling and reducing the loss of TMCHL products.
- Establish appropriate benchmark numbers for each customer and develop an action plan to meet goals.
- Bring value to each account by assisting customer in reducing costs through linen utilization studies, inventory control programs and practices, linen committees, linen awareness days, in-service training, trash audits, and any other methods appropriate to accomplish goals.
- Conduct linen satisfaction surveys regarding linen quality and quantity. Additionally, conduct surveys for linen loss, waste, and misuse to establish a base for additional training in Linen Utilization.
- Offers new ideas and best practices to customers.

5. Communicate with customer representatives, as well as TMCHL staff:

- Communicate all relevant information verbally and written.
- Develop a liaison relationship to effectively communicate between TMCHL’S profitability/capability and the customers’ needs/wants.
- Act as an advocate to both customer and TMCHL.
- Complete bi-annual evaluations of TMCHL service with appropriate customer representatives.

6. Uses technical skills to better serve customers:

- Use ControlTex to create reports.
- Use Excel, Word, Outlook, PowerPoint, etc. to communicate with customers and staff.

**Education and/or Experience**:
Associates degree and one to two years related experien


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