Customer Service Distribution Manager

JOB Title: Customer Service Distribution Manager Department : Customer Service FLSA Classification : Exempt EEO Code: 1.2 - First/Mid-Level Officials and Managers Workers' Comp. Code: 8810 Status : Full-Time Reports to : Director of Customer Service JOB SUMMARY 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. ESSENTIAL DUTIESRESPONSIBILITIES Responsible for managing, creating,tracking the performance of 35 or more hourly staffSupervisors. SupportsManages 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 planningpolicy 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. QUALIFICATIONS EDUCATION A bachelor's degree in a related field or 4 or more years of equivalent…

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