Customer Success Manager - Simple Division

About the position

The Customer Success Manager provides effective management to improve, control, measure, and increase the quality of service delivered to simple customers; ensures all team members safely executing the required tasks daily and providing total customer service to each account assigned; works closely with Operations leadership at various processing facilities to ensure timely, accurate and quality products are produced which meet or exceed customer expectations.

Responsibilities

• Follow all Federal, State and local regulations (including OSHA, DOT, FMCSA, etc.) and NOVO Safety policies.
• Ensure compliance with all simple RSR’s with Federal and State DOT requirements.
• Maintain simple’s fleet in a safe manner to include maintenance and cleanliness of all vehicles.
• Work with VP of simple to Implement and direct programs designed to achieve financial goals for simple and NOVO.
• Collaborate with VP of simple to implement tools to support continuous improvement which results in better customer service, lower cost, and higher product quality.
• Drive improvement of KPIs (Key Performance Indicators) which reflect performance levels for the operation.
• Create and foster a positive working environment across all departments which produces operational transparency in support of all functions of the business.
• Hire, train, develop and coach District Service Managers and Route Service Representatives.
• Responsible for establishing clear goals and objectives for all team members.
• Ensure efficient routing of accounts and coverage of Vacations, Holidays and absences.
• Daily coaching, training and monitoring of route performance and inventory management through RSR check in process.
• Manage the implementation of new customer business with the support of the simple Sales team.
• Execute business plans for renewing, expanding and developing route business.
• Ensure 100% completion of scheduled customer contacts and audits.
• Conduct proactive, goodwill visits to key accounts, on a regular cadence.
• Responsible for monitoring inventory levels, order entry activities and integration of production and delivery schedules.
• Prepare and evaluate future build schedule data, working with the sales team to anticipate future workload requirements and proper staffing levels.
• Manage daily account functions: audits, scrub counts, route reconciliations, truck maintenance logs, linen reconciliation etc.
• Support implementation of 'green' initiatives that enhance the objective of simple to be an environmentally friendly operation.

Requirements

• Bachelor’s Degree or equivalent managerial experience preferred.
• Previous management experience with strong leadership skills.
• Preferred experience of successfully implementing sophisticated manufacturing or process-related tools like Six Sigma, LEAN Statistical Process Control, Toyota Production System (TPS), Shanin or Taguchi Design of Experiments.
• Demonstrated quality focus and customer centric service background.
• Demonstrated ability to adapt to change, deal with multiple competing demands and a rapidly growing customer base.
• Detail-oriented with proven organizational skills.
• Strong interpersonal skills – ability to manage conflict and capable of communicating and coordinating with multiple departments.
• Excellent written and verbal communication skills.
• Excellent financial awareness.
• Strong computer skills required, excellent working knowledge of Microsoft Office Suite, routing software, and Customer Relations Software packages.
• Strong demonstrated depth of understanding related to production processes and control.
• Self-starter: ability to work independently when required.
• Ability to set priorities, demonstrate flexibility, multi-task and meet deadlines.
• Good time management skills.
• Ability to understand and interpret written requirements to assure adherence to documented procedures.
• Demonstrated understanding of the distribution process with a moderate level of DOT understanding preferred.
• Must pass customer credentialing.
• Must have reliable transportation and ability to travel roughly 30%, including overnight.

Benefits

• Competitive pay
• Paid Holidays
• Paid Time Off Program (PTO)
• 401(k) w/Employer Match
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Medical, Dental, and Vision Programs
• Basic Life/AD&D Insurance
• Long-Term Disability (LTD)