JOB DESCRIPTION
Position Title: Service Manager
Position reports to: General 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 route sales, customer service delivery, account maintenance and customer satisfaction.
- Responsible for maintaining satisfactory weekly revenue growth, sales averages, merchandise costs, and customer service in accordance with Company guidelines.
- Responsible for managing service team personnel, the service department operating budget, and expense control.
Duties include:
- Provides team leadership, mentoring, guiding, coaching and developing DM's, Route Supervisors and Route Sales Personnel (RSPs) to provide outstanding customer service and maintains a focus on all Commitment To Service program objectives.
- Assists in recruitment, training, development and supervision of DM's, Route Supervisors and Route Sales personnel taking ownership in coaching to improve performance and holds them accountable for meeting established goals and objectives.
- Proactively manages new sales efforts from DM's, positive route growth from RSP's, customer audits, accounts receivable, Service Agreement renewals, loss & abuse recovery charges, price increases and merchandise cost to achieve sales, profit, inventory and payroll goals.
- Rides routes to conduct route analysis, customer audits and performs employee performance evaluations for all subordinate staff providing specific and detailed feedback on their skills and the attainment of their personal goals and objectives.
- Communicates with department managers at plant to resolve customer or operational issues maintaining close coordination and teamwork attitude regarding service objectives and customer problems.
- Ensures the safe operation of vehicles, checks driving records, conducts safety meetings and assists in performance vehicle inspections and scheduling of maintenance and repair.
- 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, holds the customer's interests above all others.
Sales & Customer Service Relationship Management functions:
- Performs personal key account sales within existing accounts, in shared accounts and new customer accounts.
- Undertakes customer Problem Resolution.
- Secures existing Customer Service Agreement renewals.
- Takes ownership of managing the implementation and execution of the Commitment To Service program.
- Coaching, Training, Employee Development: (20%)
- Takes full ownership of the Route Sales and DM Training Program as documented.
- Once a Route Sales person is training, continues with an employee development plan that includes occasional route rides with the RSP.
- Coaches, trains, and develops DM's & RSPs to achieve peak performance.
- Follows a structured management process to coach, train and develop using current available reports.
- Holds regularly scheduled management meetings every 30 days with each RSP.
- Holds regularly scheduled management meetings every 3 months with each DM.
- Holds weekly management meeting with DM's and Route Supervisors to review activity reports, results for the week, tracking established goals for the week, month, quarter, year, provide feedback, review results to goal and activity levels, and provide guidance and feedback.
Human Resources:
- Assists in recruiting and hiring capable RSPs and service team personnel and maintains qualified personnel in all job categories.
- Ensures that the Commitment To Service Best Staffing Practices hiring process is executed and followed in accordance with the Company guidelines.
- Ensures that only qualified candidates are forwarded for consideration.
Administration:
- Administers and manages all reports and reviews for completeness all Commitment To Service program reporting requirements.
- Works within assigned department budget, assist in preparation of the annual budget for the new year, manages the financial aspects to achieve the sales goals, cost controls and profitability by controlling the service department line item categories.
- Maintains competitive knowledge on the local marketplace and communicate back to the Company accordingly.
- Performs other assignments designated by the GM, Regional VP or Vice President of Service.
