MGR, CUSTOMER SVC II

Job Summary

The Customer Service Manager works meticulously with all assigned accounts to ensure a high degree of customer satisfaction with all Memorial Hermann Linen Services and ensure that the customer maintains proper linen management, linen usage, and inventory control. The following essential duties and responsibilities demand an elevated level of personal accountability, as the Customer Service Manager expected to exercise independent judgment and discretion to get the highest customer results and to set his/her own daily schedule to accomplish those results.

Essential Duties and Responsibilities: 

•    Serves as the key liaison between the laundry services operation and internal/external facility stakeholders, ensuring that service delivery aligns with client expectations.
o    Frequently visit customers and monitor linen supply levels, linen cart usage, and maintain current contact information for the facility.
o    Educate customers about proper linen and cart usage, and aid with linen usage reports, linen awareness days, linen committees, end-user quality/service concerns.
o    Provide current & historical data for customer needs.
o    Establish appropriate benchmark numbers for each customer and develop an action plan to meet goals.
o    Maintain Monthly Reports.
o    Possessing a valid driver’s license, proof of car insurance, and a dependable vehicle.
•    Assure customer satisfaction with all aspects of Memorial Hermann Laundry service. This includes, if applicable, general linen rental, sterile surgical packs, linen management services, etc.
o    Establish and maintain positive working relationships throughout the customer’s organization including the linen department, environmental services, materials management, CS or SPD, surgery, administration, nursing, finance, infection control, ancillary departments, etc.
o    Ensure each customer is following the established linen order process, linen distribution process, using Memorial Hermann Laundry linen in an appropriate manner, returning used products to Memorial Hermann Laundry in a timely manner, and controlling and reducing the loss of Memorial Hermann Laundry linen. 
o    Conduct linen satisfaction surveys regarding linen quality and quantity. Additionally, conduct surveys for linen loss, waste, and misuse to establish a base for additional training in Linen Utilization. Offers innovative ideas and best practices to customers.
•    Communicate with customer representatives, as well as Memorial Hermann Laundry staff:
o    Develop a liaison relationship to effectively communicate between Memorial Hermann Laundry’s profitability/capability and the customers’ needs/wants.
o    Keep management team informed of all problems and expedite solutions. 
o    Function as an advocate to both customer and Memorial Hermann Laundry.
o    Work with all levels of staff, as necessary. Monitor, using outcome-based action plans, problem resolution. Report to Customer Experience Manager. 
o    Communicate all relevant information verbally and written