Service Manager

Job Summary

The primary duty of this position is to manage the Drivers and customer service. This position interviews, hires, schedules, manages, assigns day-to-day work, evaluates performance, disciplines, terminates (if necessary), and otherwise is responsible for managing the Drivers. The Service Manager is responsible for maintaining vehicles in safe, efficient operating condition by carrying out regular and preventative maintenance activities. This position is also responsible for maintaining records to ensure compliance with state and federal laws and the requirements with Department of Transportation (DOT). The Service Manager builds and maintains customer relationships, resolves problems, and maintains the vehicles of the fleet to ensure excellent customer service through ongoing effective oversight and management of the drivers.

Essential Job Functions, Duties, and Responsibilities

• Maintains regular customer contact by riding with drivers and contacting customers on a consistent basis.
• Recruit and recommend qualified candidates to fill open Driver positions.
• Demonstrate effective interpersonal communication skills with drivers on training, performance, and direction of tasks in order to meet Company operating goals.
• Maintain constant contact with Drivers, Weighers (Clean & Soil), plant management, office management staff, external service providers and customers.
• Ensure all Company policies and procedures are followed by the Service

Department, including Safety, Human Resources and Service SOP's.

• Manage and train Drivers to meet and exceed Company and customer satisfaction objectives, by including daily and/or weekly service and safety meetings and monthly route observations.
• Develop and optimize route structure to maximize customer service and control distribution expense, including daily review of DOT trip sheets, timecards, comparison to Fleet Locate GPS system by coordinating with the Director of Logistics.
• Assist with compliance to company and insurance carrier policies and directives, including assisting with training.
• Assist with compliance to Federal and State DOT regulations, including monitoring and managing issues related to Drivers Licenses and medical cards.
• Accountable for customer visits on a regular basis, audits, new installations, contract renewals, and customer concerns.

Supervisory Responsibilities

The primary duty of this position is to manage the Drivers and customer service. This position performs a critical role in hiring, training, scheduling, performance evaluation, management, task assignment, discipline, and if necessary, recommending and communicating termination of the drivers. The Service Manager must demonstrate effective and ongoing close management and oversight of an entire team of Drivers that reports directly to them. Builds and maintains customer relationships, resolves problems, and maintains the vehicles of the fleet to ensure excellent customer service.

Minimum Qualifications

• 3 or more years of prior experience in the delivery service industry, including sales and service environment.
• 3 or more years' experience operating box truck and/or step van.
• Must maintainvalid driver's license and remain insurable while driving for the Company.
• Demonstrates effective interpersonal communication skills to work with subordinates, managers, sales personnel, and customers.
• Exceptional communication, presentation, and training skills
• Proficient in performance measurement and goal attainment
• Must be open to long hours, weekends, rotating shifts, and subject to calls during hours away from plant (24/7)
• Self-reliant and motivated professional, with good follow through capabilities
• Proficient in Microsoft Office
• Ability to read and write English.
• Must have a clean Motor Vehicle Record (3 years), pass background check and physical examination.
• Pass a drug screen, in accordance with applicable laws.
• Demonstrates friendly and respectful behavior in the work environment.

Preferred Qualifications

• Supervisory experience
• Knowledge and demonstrated proficiency of transportation/distribution, including regulatory requirements relating to drivers and vehicles.

Travel Required

The Service Manager works in both office and plant with auto travel to customer locations. Travel when riding with Driver to evaluate work practices, vehicle performance, and meeting with customers. When necessary, Service Manager will need to step in to cover a route.

Physical Requirements

• Constant sitting standing and walking within the plant environment and vehicle as well as customer locations throughout all shifts.
• Ability to walk on uneven ground potentially at customers or internal locations.
• Ability to push/pull wheeled laundry carts up to 800 pounds.
• Lift and handle linens (clean and soiled) and textile products of up to 75 pounds
• Lift and handle items that may include but are not limited to dock plates and cart liners.
• This position requires close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Required to wear and use personal protective equipment as required by job task based on hazard assessment.
• Ability to hear for safety and awareness of surroundings.
• Must be able to meet the physical demands for the entire shift.