The Route Manager is accountable to the Service Manager for: day-to-day supervision of all Route Sales Representatives (RSRs); training, coaching and motivating existing RSRs; facilitating an effective training program for all new RSRs; management of Route Specialists; day-to-day check-ins; maintenance of Service Standards; and management communication with RSRs and other key personnel.
ESSENTIAL JOB FUNCTIONS:
- BUSINESS MANAGEMENT FUNCTIONS:
a) Assists the Service Manager in developing a short-term (1 year) account retention / revenue growth strategy
b) Provides day-to-day supervision of RSRs (e.g., check-ins, route rides, etc).
c) Schedules and manages Route Specialists, to include route coverage, new account installs, measuring of major accounts, etc.
d) Supports the functions of all other service personnel (Service Coordinator, etc.)
e) Partners with Account Managers and RSRs to achieve growth, retention, penetration and profitability of all existing accounts
f) Follows all financial procedures as it relates to service, e.g., route audits, check-ins, account receivables (NCND), etc.
g) Coordinates the completion of all actions items on all Performance Reviews and Customer Progress Reports, and
h) Handles escalated customer service issues including pricing discrepancies and Contract Enforcement and Service Agreement Renewals
- PERSONNEL MANAGEMENT FUNCTIONS:
a) Implements the corporate and regional training processes for new and existing RSRs
b) Conducts route rides with new and existing RSRs, on a weekly basis
c) Evaluates RSR performance, skills and performance of Service Standards.
d) Assists the Service Manager in the selection process of new RSRs
e) provides feedback to the Service Manager on individual performance of RSRs, and
f) Acts as liaison between Customer Service (Service Coordinators) and the RSRs to ensure that customers are getting immediate response to all inquiries
- KEY PERFORMANCE MEASURES:
a) Customer Satisfaction Scores
b) Employee Satisfactions Scores
c) Service Standards
d) Exposure-Service Agreement Renewals
e) RSR Turnover
f) Customer Retention
g) Route Growth
h) Merchandise Management (Garment and Bulk Items)
i) Late Service Calls and/or To-do items, and
j) Completion of training schedule
EDUCATION REQUIREMENTS:
- Bachelor's degree in business, sales, customer service or management preferred, or equivalent combination of education and experience.
WORK EXPERIENCE REQUIREMENTS:
- 1 Year route-based sales experience (RSR preferred)
- 2-3 Years experience providing excellent customer service, with demonstrated success: retaining and growing accounts; identifying and resolving problems in ways that were satisfactory to the customer and the Company; leading and training peers or work group
- Previous supervisory or management experience preferred
SKILLS AND COMPETENCIES:
- Customer Focus, Work Standards, and Leading Through Visions and Values
- Coaching, Follow-up, and Planning and Organizing
- Continuous Learning, Building Positive Working Relationships, and Aligning Performance for Success
- Managing Conflict and Decision-Making
- Initiates Action
SPECIALIZED KNOWLEDGE, LICENSES, etc.:
- Valid commercial driving license, applicable Federal and Ministry of Transportation certification
- Industry knowledge preferred
While we appreciate all inquiries, only qualified candidates will be contacted.
Please note any offers of employment will be conditional on the successful completion of a criminal background check to ensure that there is no legal impediment in connection with future employment.
G&K Services is committed to embracing and leveraging diverse backgrounds, cultures, and talents to achieve competitive advantage. G&K Services is an Equal Opportunity Employer.
