Service Manager

Specialty Textile Services Llc
Phoenix AZ
30+ days ago

Job Description

Primary Areas of Responsibilities & Tasks

  • Provide strong leadership for assigned branch.
  • Maintaining and documenting correct inventory levels for customers in branch.
  • Maintaining Customer Contract Renewals for branch and protecting the STS Core.
  • Maintaining S.T.S Customer Service Representative’s uniform program & Policing S.T.S policy in regards to Dress Code.
  • Maintaining employee engagement initiative.
  • Represent and teach STS Core Purpose and Values.
  • Identify 4DX responsibilities and plan for achieving overall goal.
  • Identify and complete no less than one Precept Three per quarter.
  • Manage and achieve all labor goals.
  • Manage and achieve all loss/replacement goals.
  • Plan, budget and participate in the ordering of material goods.
  • Manage and record the C.O.G discard items and utilizing appropriate reporting tools.
  • Participate in a minimum of 2 route rides/CSR evaluations per month.
  • Responsible for all hiring and terminations within assigned branch.

Shared Responsibilities & Tasks

  • Keeping customer visits program current.
  • Monthly review of record cards for accuracy.
  • Plan and execute weekly service management meetings.
  • A.M Supervision and P.M Debriefing as assigned.
  • Planning and execution of CSR training meetings.
  • Assist in fleet management, maintenance, truck breakdowns, etc…
  • Respond to customer requests with competitive urgency.
  • Plan and execute a recovery plan for any jeopardy accounts.
  • Assist in recruiting and training of service staff.
  • Oversee and provide leadership with all discipline activities related to assigned branch.
  • Provide suggestions for areas of improvement within the service department.
  • Provide guidance for route coverage for holidays, turnovers, etc. as assigned.
  • Assist General Manager in the day to day operations as assigned.
  • Provide guidance for any prospective re-route plans.
  • Participate in keeping the overall morale and attitude of the C.S.R’s at a positive level.
  • Oversee the after-hours customer service alert system and ensure that all calls are responded to in a timely manner.
  • Participate with the Sales Department on scheduled sales blitzes.
  • Participate in plant tours for existing customers as well as prospective customers.
  • Execute a seamless transition for new accounts from the sales department.

Training Requirements

  • Must understand and explain STS Service Philosophy as well as Core Purpose and Core Values.
  • Must understand and explain the Customer Satisfaction Survey.
  • Must be able to utilize a computer for reports, special invoices, labor tracking, spreadsheets, memo’s and any other functions connected with our business.
  • Must complete and pass driver safety-training course.
  • Must understand and have experience training C.S.R’s with the STS Training Guide.
  • Must understand established tracking procedures and how to utilize the available information.
  • Must understand and be able to explain STS policies and procedure.
  • Must understand and be able to explain STS Service agreement.
  • Must have a minimum of two years supervisory experience.

    Personal Requirements

    • Must possess and maintain a valid driver’s license.
    • Must maintain personal vehicle insurance.
    • Demonstrate the ability to perform all functions of a C.S.R and Service Supervisor.
    • Must be available to work a varied schedule including weekends, holidays and nights.
    • Must be willing to work “On Call” as required.
    • Must be able to demonstrate leadership skills and an ability to work without supervision.
    • Must be willing to work for extended hours. Ten hour days is considered to be a normal work day.
    • Must be willing to grow professionally by utilizing books, and other forms of education.
    • Must be able to clearly express yourself in individual and group situations.
    • Must be able to clearly express ideas in writing.
    • Must be able to pass a Department of Transportation physical.
    • Demonstrate good judgment by making decisions based on logical assumption that reflects factual information, which best serves, the company and the customer.
    • Demonstrate listening skills by receiving and using information from oral communications.
    • Must dress in a professional manner when visiting customers.
    • Must not have visible tattoos or extreme facial hair.

Disclaimer Statement: This job description is not intended nor should it be construed to be an exhaustive list of all responsibilities, duties, skills, or working conditions associated with a particular job. It is intended to be only a general description of the principal requirements common to positions of this type.


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