Our client in the linen and uniform service industry is currently seeking a Director of Service (Service Manager) in Grand Rapids, MI.

Willing to relocate? Relocation assistance is available.

We are seeking an experienced Director of Customer Service and Distribution to oversee all aspects of customer service and fleet/route operations across the company. In this role, you will execute the service strategy, build and lead a professional team, and drive customer retention and sales growth. Your focus will be on strengthening relationships with both new and existing customers, managing budgets, optimizing routes and operations, and fostering an environment that attracts and retains top talent.

Duties Include:

• Recruit, hire, train, and motivate route representatives and route supervisors.
• Facilitate customer retention and drive sales growth within existing accounts.
• Oversee fleet and route operations, ensuring compliance with MDOT requirements and maintaining cost efficiency.
• Monitor and address customer service issues; investigate, resolve, and follow up on customer inquiries via phone, email, or other correspondence.
• Conduct regular site visits to key customer locations and schedule on-site "loyalty visits" to monitor service quality and generate additional sales.
• Maintain a system for monitoring customer satisfaction and gather competitive marketplace information on pricing and products.
• Coordinate with other departments to resolve customer and operational issues, including participating in collection efforts as needed.
• Lead and develop a team of service professionals by reviewing work performance, providing training, and managing disciplinary actions when necessary.
• Manage new account installations and oversee regular inventory management, including special delivery adjustments.
• Ensure customer contracts are up-to-date and proactively work on renewals prior to contract expiration.
• Optimize routing changes and manage fleet operations to keep transportation costs within budget.
• Own key performance metrics such as customer retention, percentage of accounts under contract, and inside sales growth.

Requirements:

• 5+ years of route supervision and management experience, with a strong background in account management and customer retention programs.
• Experience in the linen and/or uniform service industry is required; previous experience as a Service Manager in the laundry industry is ideal.
• Demonstrated sense of urgency with the ability to troubleshoot and solve problems swiftly and proactively.
• Commitment to the highest standards of quality and safety.
• A hands-on, can-do attitude with a willingness to roll up your sleeves and run a route when necessary.
• Bachelor’s degree preferred.

Benefits:Why join this company?

• Competitive base salary: $100-130k annually, negotiable based on experience.
• Incentive bonus plan.
• Relocation assistance available for qualified candidates.
• Comprehensive benefits package including Health, Dental, and Optical Insurance.
• 401(k) with a generous 5% company match.
• Paid time off, including vacation, sick time, and paid holidays.
• Opportunities for career growth and advancement within a profitable, expanding, family-owned company where your voice is heard.