Who We are: We are a family-owned company dating back to 1959, with locations throughout North America and a staff of more than 1700, committed to being an industry leader in sustainable healthcare. We use passion and innovation to create Smarter Laundry Solutions for large healthcare systems across North America. We provide professional healthcare laundry services and a comprehensive range of reusable textiles, including reusable surgical products, designed to support patient care at hospitals and long-term care facilities. We own and operate highly efficient regional laundry plants, including the largest plant in North America.
Position Summary
Reporting to the Plant General Manager the Customer Service Account Manager serves as the primary point of contact between the healthcare laundry services plant and our customers. Their primary focus is ongoing engagement with our healthcare customers while seeking ongoing future opportunities to build our customer base. This role is responsible for delivering exceptional customer support, managing customer requests and concerns, analyzing reports, coordinating issue resolution, and maintaining positive customer relationships. They represent our brand with professionalism, tech proficiency, are detail-oriented and possesses strong communication and problem-solving skills.
This is an in-house position working Monday through Friday with occasional site visits to our customer location in Grand Island area.
Key Responsibilities
- Serve as the main contact for customer inquiries, concerns, and service requests.
- Build and maintain positive customer relationships through professional and responsive communication.
- Research, investigate, and resolve customer issues related to linen inventory, deliveries, shortages, quality concerns, and service performance.
- Proactively identify linen solutions and identify opportunities to present to key stakeholders and decision makers
- Utilize the Order System to enter, review, update, and manage customer orders and account information.
- Generate, review, interpret, and explain customer reports, inventory data, service metrics, and performance trends.
- Communicate effectively with production, distribution, and management teams to resolve customer concerns.
Experience and Qualifications
- Undergraduate degree or combined relevant education and work experience.
- Minimum two years of customer service experience preferred.
- Experience working within the healthcare industry is an asset
- Previous experience developing and executing presentations for senior level stakeholders
- Proficiency with Microsoft Excel, spreadsheets, and Microsoft Office applications.
- Ability to understand, analyze, and explain reports to customers and management.
- Strong communication skills including the ability to influence and build consensus
Salary
$80k - 90K plus bonus
Pay: $80,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Disability insurance
- Health insurance
- Life insurance
- Paid time off
Work Location: In person
