Job Description

PURPOSE:  The Customer Service Manager is responsible for managing communication between laundry operations and customers by providing proactive and professional customer service.

JOB SUMMARY:  Primarily responsible for ensuring that the company goals and objectives are met in a timely and accurate manner.

ESSENTIAL FUNCTIONS: 

·        Weekly or Monthly visits to customers which include inventory of items on shelves and in build area.

·        Assist customer in proper linen usage to reduce cost.

·        Provide linen study to customers which include current methods of linen usage. Provide a complete project proposal to be presented to laundry, nursing and administration on ways to reduce cost.

·        Assist with training and reporting of ControlTex - software linen tracking system.

·        Placing orders for special items such as pillows and lab coats.

·        Complete scrub inventories for customers - prepare and present findings.

·        Order scrubs and coordinate the arrival and distribution of scrubs.

·        Monthly soil and clean reports need to be reviewed and discussed with the customer to insure Superior receives all linen back. Work with customers and their staff in training for proper soiled linen collection.

·        Monthly delivered products report needs to be reviewed and discussed with customer. Using this form to create updated order forms based on linen delivered from prior month.

·        Work with customer to update linen room shelf labeling and cart labeling.

·        Work with plant to ensure that shortages are kept to a minimum.

·        Work with customers on proper ordering techniques to ensure that they receive enough linen for 24 hours.

·        Work with Director of Customer Service and Vendors on ways to continue to assist customer in reducing costs by proper training, linen fairs, linen awareness days etc...

·        Meeting with regularly Plant Manager/General Manager to discuss soiled/return linen issues that the plant is having. Work with customers to stop practices that may be hazardous to our staff.

·        Prepare proposals for new customers or complete RFP's for county facilities.

·        When time allows cold call potential new customers.

·        Attend tradeshows (set up and take down) to showcase Superior Health Linen - services and products.

·        Work with General Managers in customer visits twice yearly or as needed.

·        Assist with all installs and linen awareness in support of other Team Members.

·        Report Weekly - your visits, QAR and phone calls to your Director of Customer Service and GM.

·        Complete/Participate in other projects or requirements as requested which may fall outside your CSR description.

·        Participate in further education thru recommendations of your Director of Customer Service and participate in quarterly CSR meetings.

·   Perform any other duties as supervisor/manager sees fit

JOB QUALIFICATIONS AND PHYSICAL REQUIREMENTS: 

·   Be able to read and write English

·   Must be able to accurately perform simple mathematics

·   Understand and observe all safety guidelines and recommendations

·   Must be able to communicate with customers and employees effectively and professionally

·   Excellent interpersonal, negotiation, and conflict resolution skills

·   Strong analytical and problem-solving skills

·   Able to complete duties accurately

·   Excellent organizational skills and attention to detail

·   Ability to multi-task and prioritize tasks in a fast-paced environment

·   Must be proficient in Excel, Google. Power Point and MS Word

·   Ability to act with integrity, professionalism, and confidentiality

·   Be able to follow directions given by managers

·   Possess and maintain a positive well-balanced attitude

Company Description

Superior Health Linens is a member of Healthcare Linen Services Group (HLSG), a leading provider of linen management services to the healthcare and hospitality industries. HLSG currently operates nine state-of-the-art laundry processing facilities in four states delivering close to 185 million pounds of assorted quality linens into both the healthcare and hospitality markets. As an outsourced provider, we partner with healthcare administrators, clinicians and staff to deliver a wide variety of comfortable, bacteria free linens to thousands of hospitals, physician offices, surgery centers, and nursing homes. HLSG is a member of the Textile Rental Services Association (TRSA) and Association for Linen Management (ALM) and has earned accreditations from the Healthcare Laundry Accreditation Council (HLAC) which exceed healthcare laundry processing standards set by OSHA, JCAHO and other federal agencies.