JOB DESCRIPTION
Position Title: Route Service Supervisor
Position Reports To: Service / Terminal Manager
Responsibilities Included (but not limited to):
- Focus is on customer satisfaction, customer retention and training of all Route Service Personnel.
- Supports all team members in their respective positions and aids in completing necessary tasks.
- Meets goals set forth by Company standards for Customer Satisfaction Ratings during visitations.
- Acquires increased and new business with guidelines set forth by Company policy.
- Performs mandatory daily check-ins with RSPs.
- Scheduled one route ride-along per week with a RSP. This is to be used as a training session as well as a way to stay in contact with customers. Ride-alongs are to be done on a no-notice basis.
- Makes sure all routes and all specials are completed daily.
- Coordinates all routes for vacations and holidays with the Route Jumper so that all routes will run with as little disturbance as possible.
- Runs routes or specials as needed.
- Monitors and evaluates all routes for efficiency and maximizing the amount of face time with the customer.
- Evaluates each account for billing accuracy and adherence to the contract on a monthly basis. All RSPs are to be held accountable for doing the same.
- Adheres and enforces all company policies and procedures as set for by the Commitment to Service standards and addendums.
- Trains on each route that is based out of the specified location. Learns all aspects of each individual route, the customers and their specific needs.
- Trains on a continuing basis with each route to maintain the same level of familiarity with the route and customers as that of the RSP.
- Participates in interviewing potential RSPs to build an "A" team as well as a deep bench.
- Assists AR in collecting all debts and looking for ways to improve the percentage of receivables each month.
- Monitors the issuance of COD slips and the outcome with RSPs.
- Limits and determines accurate cause for any pull-plates.
- Maintains 95% customer satisfaction rating on all customer visitations. All visitations must be 100% complete monthly.
- Maintains all daily logs and DM boards as outlined in the Commitment to Service manual.
- Keeps all RSPs aware of any changed procedures.
- Communicates all daily activities to Service / Terminal Manager.
- Assists Service / Terminal Manager in other duties as warranted and assigned.
- Increases business by encouraging existing customers to add to their accounts.
- Adds new business through open communication with other companies/contractors allowing them to see how Coyne could best service their needs. Encouraging route growth weekly. A pre-determined amount of route growth is set forth and to be followed according to Company standards.
- Answers any questions the customer may have and if unable to answer, must be able to find the solution and supply the customer with an answer within 24 hours.
- 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.
- Self-manages in respect to the position while maintaining a daily check-in with immediate supervisor.
- Performs customer audits yearly or as deemed necessary by management.
- Follows Company standards of Commitment to Service program (provided upon employment for review).
- Projects the Coyne image and positive attitude to public and peers. Holds RSPs accountable to do the same.
- Maintains weekly sales calls and average as determined by Company standards for position held. Holds RSPs accountable to do the same.
- Maintains customer retention and satisfaction.
- Controls inventory and assists in controlling departmental budgets.
- Follows all company procedures concerning collections and contract issues.
- Maintains quality control.
- Responsible for cleanliness of inside of assigned Coyne vehicle. Coyne trucks must be kept in a safe, organized, clean condition at all times.
- Cleanliness of assigned work areas in garage, drivers check-in and office areas must be maintained and kept to a high degree of orderliness and neatness.
- Position is Monday-Friday, daylight shift.
- Start time is determined at the discretion of the Service / Terminal Manager.
- Additional duties as assigned.
