Healthcare Linen Services Group Saint Charles , IL 60174
Posted 2 weeks ago
RESPONSIBILITIES:
Direct, motivate, and challenge all subordinates to achieve performance goals within Customer service functions, while
enforcing company policies and procedures including Key Result Areas (KRA's). Primary focus is the renewal of contracts
and build long lasting relationships with our customers.
REQUIREMENTS OF THE JOB:
Ride-along visits with each Customer Service Manager to include customer visits and internal meetings
Participation and support of all key account Quarterly Business Reviews
Escalation and management of any customer issue resolution and support with internal stakeholders
Develop relationships with key stakeholders for all renewal and new business opportunities
Regular visits to key accounts (>500k Lbs)
Follow all HLSG policies and procedures included in the HLSG Handbook
Submit all expenses in a timely and accurate fashion via Concur
Enter all customer activity in the Zoho Activity Tracker or NetSuite CRM as directed on a timely basis, minimum
weekly with accurate information
Utilization of ADP for all Human Resource related activities (i.e. Paid Time Off, etc.)
Attend appropriate market / plant level meetings and any other pertinent internal meetings
Hold weekly one-on-ones with Customer Service Managers to review activity, pipeline, customer issues and upcoming
renewals
Attend all virtual meetings with camera on, as possible, or with provided photo
Intimate knowledge or existing contracts; termination date, exit language, pricing, annual increases, loss billing, etc.
Relationship with key stakeholders in contract decision making and development of relationships with these individuals
Escalation of customer concerns and risks to renewal
Feedback on customer expectations and additional value add concepts to gain contract extension
Identification of organic growth opportunities (new products or services, additional locations)
Achieve renewals with support from corporate leadership
Manage new revenue growth pipeline of team and provide guidance on sales process
MINIMUM REQUIREMENTS:
Management Skills- Ability to organize and direct oneself and effectively train others.
Accountability- Ability to accept responsibility and account for his/her actions.
Accuracy- Ability to perform work accurately and thoroughly.
Communication, Oral- Ability to communicate effectively with others using the spoken word.
Communication, Written- Ability to communicate in writing clearly and concisely.
Conflict Resolution- Ability to deal with others in an antagonistic situation.
Training- Ability to develop a particular skill in others to bring them up to a predetermined standard of work
performance.
Must be a High School Graduate
Must have 3-5 years of related Customer Service experience
Valid driver's license
Possess computer skills in Excel, Word, and Microsoft Outlook
Healthcare Linen Services Group