JOB DESCRIPTION

Position Title: District Manager

Position Reports To: Service/Terminal Manager

Primary job responsibilities and duties include but are not limited to the following:

First and foremost, to ensure customer satisfaction and retention to be 100% in compliance with the corporate Commitment To Service program and goals.
Ascertains customer satisfaction and customer retention on all assigned accounts and gains extensive knowledge of each route and customer, allowing him to best determine the needs for that route.
Ensures that the daily requirements of each route are met and that all Route Sales Personnel (RSPs) are following company guidelines.
Acts as a responsible and innovative catalyst for change and is a role model to reinforce corporate values on a consistent and constant basis.
Assists to ensure through direct and indirect business activities that the Company, adheres to all laws and regulations that govern its business operations, that a safe and pleasant work environment is maintained, and that the Company stands as a good corporate citizen in the communities in which it does business.
Acts with the highest level of integrity and honesty at all times and when in conflict, hold the customer's interests above all others.

Specific Duties Are:

Authority and responsibility for the supervision of activities of RSPs and Route Managers assigned to their District.
To train personnel per the established programs. To manage and motivate personnel assigned to the District, insuring a competent and professional District Service organization.
To see that every customer receives proper and timely service as committed, and to assist in developing and maintaining a positive Company image and exceeding the level of service expected by the customer.
To require assigned personnel to aggressively promote all products and services provided by Coyne Textile Services.
To promote customer retention by maintaining controllable lost business at less than 5% of weekly rental per year for assigned District and by maintaining customers under current service agreement at or above 90% for assigned District.
To be familiar with all prices, policies, procedures, methods of direct sales and rental programs of all Company products and services.
To respond in person to problems/requests for cancellations of service.
To insure that no accounts are removed from service without following established procedures as outlined in the Commitment To Service manual.
To complete route check-ins thoroughly and review RSPs' daily performance to insure they are accurately following Company policy and procedures.
To make a weekly inspection of each route truck in the assigned District to ensure that vehicles are not abused, are being kept clean, neat and orderly, and are in safe condition.
To contact the Customer Service Coordinator a minimum of twice per day and to respond to the Customer Service Coordinator's pages within one-hour unless notified for immediate call-back.
To instruct and aid Accounts Receivable Clerks, RSPs and Route Managers in collecting past due accounts.
To enforce all Service Agreements.
To follow all company procedures concerning collections and Service Agreement issues.
To require that the RSP maintains a proper relationship with every customer on their route.
To complete daily reports in a timely manner.
To project the Coyne image and a positive attitude to the public and peers and hold RSPs and Route Supervisors accountable to do the same.
To be in compliance with the company standards on dress and appearance, property (office) and vehicle.
To be courteous in all dealings with customers and fellow employees.
To exhibit open, honest and positive behavior.
Report promptly any accident or damage to Company equipment or personnel and obtain all necessary information regarding the incident.
To be truthful and honest in all customer and Company transactions.
To follow all directives issued by management.
To willingly and without hesitation support all team members in their respective positions and aid in completing necessary tasks to serve our customers.
To meet assigned sales goals by helping existing customers and adding new business, with guidelines set forth by Company policy, through open communication with other companies/contractors allowing them to see how Coyne could best service their needs.
To encourage weekly route growth through assigned RSPs. A pre-determined amount of route growth is set forth and to be followed according to Company standards.
To schedule two route-ride-alongs per month with an RSP. This is to be used as a training session as well as a way to stay in contact with customers.
To make sure all routes and all specials are completed daily.
To coordinate all routes for vacations and holidays with the Route Supervisor/Jumper so that all routes will run with as little disturbance as possible to the customer.
To run routes or specials as needed.
To gain knowledge of each route and delivery frequency, monitor and valuate all routes for maximum efficiency, and maximizing the amount of face time with each customer.
To evaluate each account for billing accuracy and adherence to the contract on a monthly basis, and hold all RSPs accountable to do the same.
To respond within 24 hours to all customer inquiries as per the Commitment To Service Program.
To accurately determine the cause for any pull plates and ensure 24-hour re-delivery. Limit and.
To maintain 95% customer satisfaction rating on all customer visitations. All visitations must be 100% complete monthly.
Supports the company Loss & Abuse program and ensures process is being adhered to by all RSPs in assigned District.
To maintain all daily logs and DM boards as outlined in the Commitment To Service Manual.
To self-manage within the position while maintaining a daily check-in with your immediate supervisor.
To complete all administrative responsibilities include writing work orders, including size changes, repairs, transfers, replacement items, increases, decreases, add-men, cancel-men, new sales, settling daily book of receipts, money, charges, etc.
To perform customer audits yearly or as deemed necessary by management.
To control inventories and assists in controlling departmental budgets.
To deliver superior customer value by maintaining quality control.
To perform other assignment as required by the GM, Regional VP or VP of Service.