Service Center Manager

Job Title: Service Center Manager

Classification: Exempt

Job Summary: The Service Depot/Branch Manager is responsible for leading all aspects of service operations at the branch level, including customer retention, account growth, operational compliance, and team performance.

This role ensures excellence in route service delivery, customer satisfaction, and financial results by recruiting, developing, and motivating a high-performing team of District Managers (DMs) and Route Sales Representatives (RSRs).

The Branch Manager serves as the primary link between customers, service operations, and senior leadership, ensuring that company standards, safety regulations, and strategic goals are met.

Essential Functions:

Leadership and Team Development


* Recruit, train, and mentor District Managers and Route Sales Reps to build a promotable, motivated, and accountable service team.


* Conduct regular performance evaluations, coaching sessions, and career development planning.


* Lead by example, fostering a culture of safety, professionalism, and customer focus.

Customer Retention and Growth 


* Ensure outstanding customer service by holding DMs accountable for route audits, customer visits, issue resolution, and initiative-taking communication.


* Drive retention and revenue growth by promoting up-selling, cross-selling, and product sampling across all service lines.


* Oversee flawless execution of all new account installations.

Operational Management


* Lead daily service operations across assigned depots, ensuring compliance with Service SOPs, HR policies, and DOT/safety regulations.


* Manage route organization, vehicle safety, and driver qualification files.


* Analyze branch performance metrics and provide regular reporting to the General Manager.


* Control departmental costs within budget constraints while maximizing profitability.

Cross-Functional Collaboration


* Lead service team meetings to communicate company policies, goals, and updates.


* Work closely with Production, Office, and Sales teams to align service operations with overall branch success.


* Partner with Sales to identify growth opportunities and maintain competitive awareness in the local market.

Compliance and Safety 


* Ensure adherence to DOT regulations, OSHA/safety requirements, and company policies.


* Promote a safe working environment and enforce all safety standards.


* Ensure delivery vehicles are being properly maintained and operated safely.

Additional Functions: 



*  Other job duties assigned as needed. 

Qualifications: 


* Proven leadership experience in a service-driven, route-based industry with a focus on linen, textile, uniform rental, food service distribution.


* Demonstrated ability to retain and grow a customer base, manage budgets, and drive operational improvements.


* Experience leading and developing frontline teams in a customer service environment.
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