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Service Director

General Responsibility:

The Service Director should be totally committed to 100% Customer Retention.  We do not strive for simple “customer satisfaction” but a cultivation of “Raving Fans.” Our customers are accustomed to the “Ames Way” and it is your responsibility to exceed their expectations of what a service experience should be.

We expect you to go above and beyond for our customers. As our Service Director, you will coach your team to elevate their customer service approach and assist the team in developing and implementing appropriate standards and processes to continuously elevate the overall experience for our customers.

Key Attributes:

• Uncompromising commitment to customer retention and loyalty
• 100% Self management and Personal accountability
• Great leadership/management skills
• Extreme sense of urgency
• Proactive planning and organization ability
• Exceptional attention to detail
• Possessing a rare combination of analytical thinking, hands-on problem solving, and a customer-service mindset.

Key Accountabilities:

 Management of Entire Customer Service Function. Responsible for:

• Monitoring service agreement expiration dates and securing renewals
• Ensuring 100% customer loyalty by building and nurturing relationships with all customers
• Visiting Top 35 customers quarterly or as otherwise defined and completing Customer Service Visitation Form.
• Proactively identifying and solving problems, while adhering to policies and procedures
• Merchandise and inventory control at customer locations to achieve net merchandise cost goals.
• Re-routing as required to operate highly efficient routes
• Oversee New Customer Installations and ensure proper onboarding procedures have been adhered to

Personnel Management.  Responsible for:

• Internal (Office CSRs in coordination with Office Manager)  
• External (Route Service Representatives, Route Managers)

• All aspects of the Employee Lifecycle: Recruiting, Hiring, Onboarding, Training, Development, Retention, Off-boarding
• Ensuring Performance Reviews are done in a timely manner and Compensation is adjusted accordingly in order to increase engagement and retention

• Supervise the day-to-day operations of the RSRs and RSMs
• Performing a minimum of (10) route rides per year to identify coaching opportunities.

• Feedback, Coaching, and Corrective Action taken when necessary
• Ensuring Accreditation Compliance at all times
• Ensuring compliance with all SOP’s at all times

Management of Fleet Program.  Responsible for:

• Administering the Leased Vehicle Program
• Scheduling/overseeing all Fleet Maintenance Programs
• Managing all Vendor Relationships – including but not limited to: Leasing company, mechanics, tire service, auto parts, decals, fuel
• Cost Control / Oversight of Fuel and Vehicle Maintenance Expense Lines
• Mileage Rotations to assure “even use” of trucks
• Proactively resolving any problems related to fleet management or maintenance
• Manage, Audit, & Support all local, state, and federal compliance regulations, including compliance inspections

Sales. Responsible for:

• Responding to all new business inquiries in a timely manner
• Opportunistic sales in defined growth areas, within current footprint

Working Relationships:

Reports To: President

Direct Reports: (2) Route Service Managers, (10) Route Service Representatives

Continual Collaboration: Production Manager, Office Manager

Qualifications:

Professional experience:  Prior service management experience in a service-focused industry. (3+ to 5 years minimum). Laundry/linen expertise is not required but of course valued.

Educational experience:  Bachelor’s degree or equivalent professional experience.