Service Manager - Alsco

Classification:
Exempt

We are Alsco Uniforms. We’ve been working hard for our customers since 1889 when we invented the uniform and linen rental industry. Alsco Uniforms has grown into a worldwide leader serving over 350,000 customers in 13 countries. It’s our job every day to make every aspect of the customer experience better. Whatever our customers need, Alsco Uniforms finds the answers that work for them.                                                                          

Our employees are the heart and soul of Alsco Uniforms. As a result, we have a long history of strong financial performance, continuous improvement, and customer service. We’re seeking driven professionals with ambition to grow within our company. We’d love to talk to you about how you can fit into our team of diverse individuals and how your hard work will be rewarded with competitive pay and benefits and ongoing career development. 

Join our team and build your career with Alsco Uniforms!

Job Summary:
The Service Manager is responsible to meet or exceed Service department goals at a branch. The SM directly supervises District Managers and has ultimate responsibility for the success of the Service department. The SM reports to the General Manager.

Our full-time employees enjoy:

• 401K Plan with Company Match
• Medical, Dental, Vision, FSA/HSA       
• Life Insurance, Disability Insurance
• Vacation, Sick Time, Holidays
• Choice of Global Cash Card or Direct Deposit
• Career Advancement
• Learning & Development Opportunities
• Inclusive and Diverse Team Environment
• The Service Manager will also receive a company vehicle, gas card, and company phone.

Essential Functions:

• Recruit, develop and motivate a highly productive team of promotable DM's and RSR's through continual coaching and training, regular meetings, actively training and developing DM's to become future SM's, fostering a positive work environment, projecting a professional image and building strong relationships with each DM or RSR. Also oversees disciplinary action taken in the department.
• Ensure customer loyalty and outstanding customer service. Hold DM's accountable for customer visits, audits, new installs, problem solving, open communication and negotiating with customers. The SM also participates in route ride-alongs and contacting customers on a regular basis.
• Ensure all company policies and procedures are followed in the Service department, including safety, HR and Service SOP's. Oversee the maintenance of Driver Qualification files and maintenance of delivery vehicles.
• Oversee all new account installs and personally attend major and corporate account installs.
• Manage retention and growth by motivating the Service team to solicit new customers and retain current customers, up-sell/cross-sell/sample all lines of service or product and ensure a profitable product mix. Monitor and report competitive activity.
• Oversee promotions, contests and continued excellent customer relationships.
• Control department costs within budget constraints. Submit regular department progress to the General Manager.
• Leading the Service team to success, communicate changes and policies, oversee route organization for the branch, perform periodic route check-ins, make visits to Service Centers and cooperatively work with other departments in the branch.
• Safely operate company vehicles, following all applicable laws and company policy.
• Follow written and verbal instructions and perform other tasks as directed by the GM.

Additional Functions:

• Ensures that Service Department conforms to Alsco Standard Operational Procedures.
• Holds and conducts weekly Growth & Retention Meetings to discuss Alert-Urgents, Lost Business, Quality Concerns and Customer Renewal & Retention Efforts.
• Conducts weekly 1-on-1 meetings with DM’s and nurtures a “One & Done” service culture.
• Actively grows route revenue by reviewing route changes, promoting route sales, reviewing customer inventories, avoiding concessions on renewals and reviewing all credits & quit items.
• Hires, trains, promotes and disciplines employees in the Service Department as necessary.
• Approves hourly employee payroll each week. Ensures that weekly commission payroll reports and processing are done correctly by DM’s and office.
• Develops and maintains a high level of morale, enthusiasm, respect and loyalty among the employees in the department towards the company and their supervisors, co-workers and management.
• Immediately reports all accidents or injuries concerning the department and personnel. Ensures the proper completion of required forms and documents in the event of an accident or injury.
• Annual visits with Top 20 largest accounts performed on SM iPad.
• Drives Garment L&R Charges by requiring regular garment inventories, working with plant to identify damage, overseeing proper check-in procedures where missing garments are identified, etc.
• Closely monitors, manages and leads DM’s ensuring proper time-management and completion of DM responsibilities as they relate to branch goals and Alsco SOP requirements.
• Adheres to a system for tracking, distributing and executing Customer Service Agreement Renewals prior to their expiration dates. Hits branch retention targets for Top 40 + All Others
• Reviews and approves all new business contracts and ensures proper new account installations with DM and Sales Consultants
• Monitors & minimizes hourly employee Overtime and keeps Delivery Labor in-line on P&L statement. Ensures proper staffing to cover PTO and call-outs to keep DM’s off routes.
• Oversees efficient routing and proper route volume levels using company routing software and periodic reviews of route volume. Re-routes as necessary to maintain proper territory boundaries and allow for growth opportunities within route areas.
• Challenges credits and keeps overall credit percentage within branch goal.
• Thoroughly understands Teamster Union Contract and manages performance within CBA guidelines.
• Adheres to general company policies and procedures. Attends monthly Staff & Safety Meetings as requested. Oversees 5S, safety and housekeeping within Service Dept.
• Works with Production Department on quality, shortages and/or specific customer concerns
• Communicates and works with fellow staff members and co-workers to in a cooperative spirit.

Typical Physical Activity:
Sitting, grasping, driving, stooping, moving equipment, kneeling, reaching overhead, lifting up to 75 lbs, standing, walking, writing, speaking, hearing

Skills:

• Must be able to manage multiple tasks, meet deadlines, and work well under pressure.
• Excellent communication skills; ability to work well with others and professionally handle upset customers and/or associates.
• Professional Business Writing skills and ability to communicate effectively.
• Strong understanding of mathematics, customer service and negotiation skills.
• Ability to understand P&L demands and work within a budget.
• Must have excellent follow-up ability, organization skills, good memory, and strong desire to succeed.

Qualifications:

• Must be able to meet all of the demands and duties listed above.
• Must be a highly motivated individual with a positive attitude and strong problem-solving skills.
• Must be able to read, write, speak and understand English fluently.
• Business management and/or equivalent experience and a minimum of three (3) years experience in a textile rental environment.
• Must have a valid driver’s license and a clean driving record.
• Above-average computer skills – ability to use Microsoft Office programs as well as internet and e-mail.
• Will need to become familiar with corporate computer system, programs and reports (Abel).
• Upon offer of employment, must pass a background check and mandatory pre-employment drug screen.

For a general description of benefits that are being offered for this position, please visit www.alsco.com/benefits
 
Alsco is an Affirmative Action/Equal Employment Opportunity Employer.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) Service