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Customer Service Manager

2 months ago

Amarillo, Texas, United States Vestis Full time
Job Summary

A Customer Service Manager at Vestis is responsible for ensuring that customer service representatives in their assigned area work in accordance with company safety guidelines and provide excellent customer service to each and every customer on each delivery. The ideal candidate will have a proven track record of increasing responsibility with documented business results and the ability to build effective professional relationships cross-departmentally and with vendors and suppliers.

Key Responsibilities
  • Proactively manage day-to-day situations arising from personal and/or programs to meet stated business goals for customer service satisfaction with the company's products and services.
  • Manage day-to-day activities of customer service programs for assigned areas, setting clear expectations for customer service and leading by example.
  • Obtain targeted results from assigned service teams 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.
  • Complete in-person (or via remote means) CSR end-of-day activities, including route settlement, CSR goal setting, coaching, and other tasks.
  • Complete visits with key accounts in accordance with C3 Account Management Program goals and follow up with reports and recordkeeping as needed.
  • Assist in the installation of new customers as defined by branch-specific responsibilities and deliver training programs to ensure customer retention and service goals are met.
  • Communicate with direct reports to assess customer service programs, anticipate and address customer questions and concerns, and ensure follow-up and timely resolution of all customer alerts and customer communication.
Requirements
  • Associates' 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 and with vendors and suppliers.
  • Proficiency with English (U.S. - Canada, exclusive of Québec).
Preferred Qualifications
  • 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.
  • Demonstrated capability with the listed competencies for the position.
Competencies
  • 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 Organization.
  • Problem Sensitivity.
Technical Skills
  • Specialized software - ABS, CRM, or Goldmine.
  • Office suite software - Microsoft Office.
  • Word processing software - Microsoft Word.