Job Summary:

By working closely with branch service teams and Service Procedure Trainers, the Service Excellence Team will enhance customer satisfaction, boost operational performance, and foster a culture of continuous improvement. Key deliverables include building strong Route Check-in processes, improving SM/DM engagement in growth meetings, and mentoring RSRs on safe and effective service practices.

Key Responsibilities:

• Customer Retention and Growth: Partner with branches to improve customer retention, expand product usage, and establish robust quit-threat processes.
• Safety: Drive a safety culture within our team and the service departments to eliminate poor driver behavior scores and time lost due to injuries/accidents.
• Coaching and Mentorship: Conduct ride-alongs with DMs and RSRs to reinforce proper customer interactions, handheld usage, product expansion opportunity, and safe driving behaviors. Coach and mentor the CSC on urgency in customer response, communication within the Service Team (tasking), and follow-up.
• Service Excellence Rigor: Uphold consistent route check-ins, safe driving, safe behavior on and off the truck, value-add route meetings, and robust on-boarding execution.
• Branch Performance Monitoring: Use tools like the Attrition Dashboard and Strategic Monthly Revenue reports to provide actionable insights and hold teams accountable for improvement.
• Growth Culture Development: Build a growth-driven mindset within the RSR team to boost route sales and cultivate customer leads. Partner with the GM to advance more robust Growth Meetings.
• Tool Mastery: Ensure service teams demonstrate proficiency in tools such as the Service Portal, the Monthly Strategic Revenue Report, Qualtrics surveys, DVIR compliance reporting, ROC Summary Report, Proposal System, Attrition Dashboard, Abel Reporting, etc.
• Set clear expectations, recognize success, and address performance needs.
• Partner with Regional Manager and General Managers to develop, coach and train production management teams and build talent pipeline.
• Develop and sustain employee development and training programs to bolster capability.
• Provide concise, action-driven site summaries and guidance for locations and follow-up. The SES role will require timely follow up either remotely or in person for every site summary visit.
• Understanding of branch team dynamics and sound business judgement.
• Strong project management and leadership skills.
• Ability to manage conflict, harbor collaboration, and sustain networking relationships while operating with the highest integrity.
• Perform other related duties as assigned.
  

Compensation: Competitive Salary; Eligible for Quarterly Bonus; full health and welfare benefits

Service Process Improvement

• Plan, design, and implement methods to improve service processes, focusing on increasing growth and reducing lost business.
• Review existing service methods, identify any shortcomings, and recommend solutions aligned with organizational goals.
• Ensure service processes comply with the Service SOP.
• Collaborate with cross-functional teams to implement changes and ensure smooth operations.
• Monitor and evaluate service performance metrics (KOIs) to identify areas for improvement and sustain high customer retention.
  

Qualifications:

• Bachelors of Business degree in supply chain management, logistics, business administration, or other industry-related field desired.
• Demonstrated experience of continuous improvement and problem-solving methodologies

• Solid computer skills including MS Office.
• Analytical skills to evaluate processes and implement effective solutions.
• Excellent communication and leadership abilities to engage teams and drive change.

Office Location:

• Successful candidate must have the ability to work from home (must have a home office at their residence).
  

Travel Requirements:

• Regular travel throughout the region is required and is estimated at 50% to 75%.
  

Typical Environmental Conditions:

• Branch visits and remote work
• Working in and out of branch locations.
• Operating vehicles on public roads.

Physical Requirements:

• Physical Demands/Requirements - sitting, grasping, driving, stooping, lifting up to 25 lbs, standing, walking, writing, speaking, hearing.
• Work within an industrial environment (heat, noise, dust)
• Must perform the essential duties and responsibilities with or without reasonable accommodation efficiently and accurately, and without causing significant safety threat to self or others.