Reporting to the Sr. Customer Service Manager, the Customer Service Distribution Manager will oversee all hospital distribution accounts and distribution employees. This role will also support the customer service team's goals to ensure customer satisfaction. Customer Service Managers develop service protocols, handle escalated issues, and analyze feedback to improve service quality. Will provide customer service support to HSCL-designated members and non-member customers and oversee multiple direct laundry employees working in hospitals. Also, partners with all stakeholders 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.

• Responsible for managing, creating, & tracking the performance of 35 or more hourly staff & Supervisors.
• Supports & Manages Customer relationships at all HSCL locations.
• Act as the customer advocate and primary point of contact with HSCL to ensure successful service relationships with their assigned customers.
• Conducts on-site visits to develop and train customer service staff.
• During visits, identify and track potential customer cost savings.
• Monitor and update the Customer Management Database (CRM) entries using the approved format.
• Assists customers and staff in resolving technology issues (linen management system)
• Responsible for training the 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.
• Inventory checks for quantity, quality, and data entry accuracy to ensure order requests are correctly recorded and filled daily. Create credits if needed. Approve the 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.
• Continuously communicates with all stakeholders (not limited to transportation and customs departments) and the Customer Service Manager as appropriate through email, text, phone, in-person, etc., to ensure the transfer of knowledge and the communication of accurate business-related messages.
• Process reports within linen management systems upon request within a reasonable timeframe.
• Follow-up on customer service survey results.
• Participates in strategic planning & policy development. Attend weekly Customer Service meetings and any HSCL training and projects as required.
• Partners with HR as needed to manage Distribution Leads and union employees directly:
  • Review and approve weekly payroll.
  • Manage annual vacation requests and the bidding process.
  • Participates in the hiring process and has significant input on final hiring decisions.
  • Monitors performance: evaluates, coaches, and communicates performance issues/reviews to achieve desired results.
  • Provides direction, development, mentorship, and leadership.
  • Conducts disciplinary actions/involuntary terminations as needed.
• Manage safety training for employees and ensure their attendance.
• If using a vehicle during scheduled work hours, you must maintain an acceptable driving record, a valid driver's license, and minimum personal liability insurance on your car, and follow all HSCL safety guidelines during scheduled work hours
• Satisfactory attendance
• Performs other duties as required and directed.

EDUCATION

• A bachelor's degree in a related field or 4 or more years of equivalent experience
• Minimum of 2 years of managing hourly employees

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.
• Lean/Six Sigma experience
• 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 and collaboratively as part of a team.
• Ability to effectively prioritize and multitask.
• Attention to detail.
• Local travel required using own vehicle for on-site customer visits (50+%)
• Technical background to assist in resolving customer technology-related issues.
• Experience with budget processes
• Proficient in Microsoft Office Suite (Word, Excel, and Outlook)
• General understanding of databases (i.e. customer relationships and linen management)
• Experience working in HR Information Systems, including generating reports.

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 to 25 lbs.

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 that 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

HSCL is an Equal Employment Opportunity Employer that embraces and practices diversity, reflecting the communities we serve.

The job description does not constitute a written or implied contract of employment. HSCL reserves the right to revise or change job duties and responsibilities as the need arises. Requirements are representative of minimum levels of knowledge, skills, and experience required.