JOB DESCRIPTION

Position Title: Service Center Manager

Position Reports To: General Manager or Service Manager

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

• Responsible for managing all aspects of day-to-day operations and administration for the assigned Service Center.
• Responsible for satisfactory weekly revenue growth, sales averages, merchandise costs and customer service.
• Manages customer service delivery, account maintenance and route sales, facilities and truck maintenance, Service Center personnel, Service Center operating budget and expense control.

Specific duties include:

• Works closely with department managers at plant to resolve customer or branch operational issues, maintains close coordination and teamwork attitude regarding service objectives and any customer problems.
• Proactively manages new sales, route sales, customer audits, accounts receivables, contract renewals, lost charges, replacement charges, price increases and merchandise cost to achieve sales, profit, inventory and payroll goals and objectives for the Service Center.
• Provides team leadership, mentoring, guidance, coaching and development for Route Sales Personnel (RSPs) and Sales Representatives to ensure outstanding customer service and to maintain a high level of focus on customer service.
• Utilizes the Commitment To Service Best Staffing Process to assist in the recruiting, selection, training, development and supervision of RSPs and Sales Representatives. Takes ownership in coaching to improve performance and holds RSPs and Sales Representatives accountable for meeting sales, service and quality goals established for the Service Center.
• Rides routes to conduct route analysis, customer audits and performs employee performance evaluations for all subordinate staff. Provides specific and detailed feedback on their skills and the attainment of their personal goals and objectives.
• Maintains compliance with all federal, state and local laws and regulations that affect Service Center operations.
• Ensures the safe operation of vehicles, checks driving records, conducts safety meetings and assists in performing vehicle inspections and scheduling of maintenance and repair.

Supplementary responsibilities:

• Manages all Service Center activities within the assigned service area in accordance with Company guidelines. Responsibilities will be focused on recruiting, hiring, training, leading, developing and managing the RSPs and Sales Reps for the Service Center.
• Organizes and focuses route sales and new sales efforts and ensures that sales information, tracking and communication systems are effectively, accurately, comprehensively and time-efficiently managed and kept current.
• Ensures all reporting requirements for the service area as established by the Company are followed and submitted on a timely basis.
• Implements highly effective techniques, practices, methods and systems that increase image, reach and exposure, achieve sales goals, team building and retention objectives, and overall Service Center performance targets.
• Ensures that all efforts in the Service Center help fuel sustainable competitive advantage and growth for the Company through superior customer service.
• Finds innovative ways to promote the Company in the service area. Collects and shares market data and competitive intelligence.
• Maintains strong and effective relationships with all stakeholders, existing customers, internal departments, external service providers, vendor supply chain partners, and local community groups.
• Helps develop long-term, profitable customer relationships through the customer relationship management process and sales function of helping our customers.
• Leads regularly scheduled management meetings to review results to goal, market trends, quality of customer service, and new account installation within the service area.
• Supports the transition process on installation of new accounts to the Customer Service and Plant Operations teams by ensuring the new accounts are properly set up, informed and ready for installation on scheduled installation date.
• Ensures a seamless transition to, and communication with Customer Service and Plant Operations teams so new accounts are consistently set-up correctly and services are delivered to exceed customer expectations.
• Proactively communicates with customers and colleagues to make sure that information is available, messages are consistent and true meaning is conveyed and understood.
• Recognizes that speed and action, efficiency of transaction, and swiftness of decision-making are imperatives for success.
• Maintains high business standards will ensure superior customer service and help the Company to establish a preeminent position.
• Acts as a responsible and innovative catalyst for change. Role models and reinforces corporate values on a consistent and constant basis.
• Assists to ensure that the Company adheres to all laws and regulations that govern its business operations, that a safe a 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.

Breakdown of time will be:

Sales & Customer Service Relationship Management functions: (50%)

• Performs personal key account sales of new accounts, increases sales within existing accounts, and undertakes shared account sales penetration.
• Promotes customer retention by maintain lost business to less than 5% of weekly rental per year for assigned service area.
• Promotes customer retention by maintaining Customers Under Agreement at or above 90% for assigned service area.
• Takes ownership of and manages the existing-customer and sales prospect database for the service area, working closely with each RSP and Sales Rep in the field to identify and develop those existing customers and target prospects. Is in attendance on those sales calls whenever required.
• Takes ownership of growing the sales prospect database with new sales leads from the service department, lead generation companies, and sales telemarketing support personnel, and works with the sales reps on new lead generation during cold calling activities.

Human Resources: (10%)

• Assists in recruiting and hiring capable RSPs and Sales Personnel and maintaining qualified personnel in all job categories.
• Develops and ensure that the Commitment To Service program is executed and followed in accordance with the Company guidelines.
• Ensures that only qualified candidates are forwarded up the ladder for consideration.

Coaching, Training, Employee Development: (20%)

• Takes full ownership of the District Manager and RSP training program as provided in the Commitment To Service manual for the assigned service area and executes the training program as documented.
• Once a RSP is trained, works on an employee development plan that includes regular route rides with the RSP.
• Adheres to the Performance Management Process by holding monthly Team Checkpoint meetings with staff and quarterly one-on-one Checkpoint meetings to review individual performance and implements Employee Development Plans when necessary.
• Attends (or teleconferences) and participates in monthly Team Checkpoint meeting prepared with individual Performance Agreement, supporting data and action plan to attain 100% score. Supports all team members in achieving 100% score.
• Holds regularly scheduled management meetings every determined number of days with each RSP with less than 1-year job tenure.
• Hold regularly scheduled management meetings every determined number of months with each RSP with more than 1-year job tenure.
• Holds weekly one-on-one management meetings to debrief each RSP and Sales Rep (in addition to field rides), reviews activity reports and results for the week, tracks established goals for the week, month, quarter, and year, provides feedback, reviews results to goal and activity levels, and provides guidance and feedback.

Administration: (20%)

• Administers and manages all reports and review for completeness all new sales contracts brought in by the Sales Representative.
• Works within assigned Service Center budget, assists in preparation of the annual budget for each new year and manages the financial aspects to achieve the weekly sales revenue goal, cost controls and profitability by controlling the Service Center's line-item categories.
• Assists in developing and recommending incentive programs for the individual locations and contributes at a group or corporate level on similar initiatives as requested.
• Maintains competitive knowledge on the local marketplace and communicate back to the company accordingly.