Customer Relations Manager
Reports to: Director of Customer Relations
Summary: Directly supervise, coordinate and evaluate the activities of Customer Service Representatives (“CSRs”or the “Team”) engaged in the delivery of products and services to the Company’s customers.
Essential Duties and Responsibilities:
Implement and maintain the Company’s Customer Service Representative Job Accountabilities.
Follow and respond to management direction.
Work closely with the President/Director of Customer Relations to develop work procedures and expedite effective and realistic programs for the Company’s Service Department; develop CSRs’ skills and encourage growth.
Manage CSR expectations and monitor delegated activities; take responsibility for Team members’ activities. Make self available to CSRs.
Effectively track and manage all open actions for self and Team members to insure issues are resolved with competitive urgency.
Call on prospective customers to solicit new business.
Minimum New Business Goals:
Weekly: $ 15.00
For a typical 5-day work week, organize a minimum of 4 in-field days with scheduled customer visitations (including on routes with CSRs, with the President/Director of Customer Relations, and independently).
Each Friday, submit to the President/Director of Customer Relations an upcoming two week planner in a format established by the President/Director of Customer Relations.
Discipline Team members.
Provide route coverage during CSR absences.
Participate in Service Department training programs; develop personnel skills.
Demonstrate group presentation skills; participate in meetings.
Exhibit confidence in self and others. Inspire and motivate Team members to perform well; provide recognition for results.
Demonstrate knowledge of the Company’s market and its competition; manage competing demands.
Exhibit sound and accurate judgment; support and explain reasoning for decisions.
Balance Team and individual responsibilities; maintain and project a leadership role. “Lead by example”.
Utilize all resources available to assist in accomplishing goals and objectives.
Work with integrity and ethically; uphold organizational values. Demonstrate professionalism at all times.
Consistently project and enhance the image and reputation of Clean Uniforms and More! both internally and externally and extend this attitude/approach to all in the Service Department.