Position summary:
This is an operations position responsible for supervising and directing the work activities of Customer Service Representatives (CSRs) and Route Supervisors (RS) to ensure the highest standards of customer service are maintained within the framework of a safe and productive operation. The location is our Hollander Plant located at 1921 62nd Street, Baltimore, MD 21237.
Position responsibilities:
- Learns all routes in the division and runs actual routes as needed ensuring completion of all route responsibilities and compliance with local, state, and federal regulatory agencies, such as Department of Transportation (DOT) and Occupational Safety and Health Administration (OSHA).
- When running a route, samples all service and product lines to ensure a profitable product mix, monitors, and reports to Supervisor competitive activity.
- Interprets, trains, and consistently enforces Company policies, operating procedures (Service SOP), and customer service standards.
- Maintains positive employee relations by keeping open communication channels with employees, answering questions, and explaining policies and procedures; monitors employee morale; and submits and responds to ideas to improve employee engagement and enablement.
- Assists Division Manager in the development of a highly productive CSR team through continual training, regular meetings, daily check-ins, service procedures analysis, and recommendations for improvement. Also works with Route Supervisors to ensure they are trained and can perform the duties of the CSR when needed to cover routes for time off requests.
- Develops work schedules to match staffing levels, makes work assignments and monitors progress to improve work process efficiency.
- Supports the division's goals to ensure customer loyalty and high-quality customer service through customer visits, audits, new installations, problem solving, and openly communicating and negotiating with customers.
- Supervises the daily work of CSRs, including route evaluation, and CSRs' performance during routes.
- Communicates with Division Manager to collaboratively resolve any customer or delivery opportunities or issue and assists in the development of routes to maximize efficiency and productivity.
- When needed, assists in the investigation of accidents, injuries, and/or property damage.
Essential skills, experience, and education:
- Minimum High School Diploma or GED.
- Minimum 1-3 years supervisory experience in related distribution or transportation industry
- Licenses/DOT Card: Valid Class C license. Must be able to obtain a DOT card.
- Communication Skills: Ability to effectively communicate information and respond to questions in person-to-person and group situations. Effective oral and written communication skills with good punctuation, spelling, and grammar. Ability to write reports and business correspondence. Excellent telephone skills and professionalism. High level of interpersonal skills. Effective conflict management skills. Effective listener. Ability to persuade and influence others.
- Mathematical Skills: Ability to calculate figures and amounts such as ratios, increases, and percentage differences.
- Critical Thinking Skills: Strong analytical and problem-solving skills. Ability to solve practical problems with known and unknown variables where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or diagram formats. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Planning/Organizing: Prioritizes and plans work activities, uses time efficiently and develops realistic action plans. Strong organizational skills. Diligent with great attention to detail. Ability to manage multiple conflicting priorities.
- Use of Office Equipment: Ability to operate standard office equipment. Proficiency in using a variety of computer software applications, specifically Microsoft Office Suite (i.e., Excel, Word, PowerPoint, and Outlook), and ability to do research using Internet search tools.
- Attendance and Dependability: Can be depended on to report to work at the scheduled time and is seldom absent from work. Must be available and willing to work evenings, weekends, and holidays as determined necessary or desirable to meet business needs. Can be depended upon to complete work in a timely, accurate, and thorough manner and is conscientious about assignments. Self-directed and motivated. Ability to respond to and act in emergencies.
- Relationships with Others: Can work effectively and relate well with others including direct reports, managers, colleagues, customers, and individuals inside and outside the Company. Exhibits a professional manner in dealing with others and works to maintain positive working relationships.
- Disposition: Positive/'Can Do' philosophy. Holistic approach/vision. Assertive and confident manner. Patient and calm demeanor. High levels of honesty and integrity. Creative/innovative/forward thinking. Good business acumen. Analytical and efficient approach to work. Willingness to work additional hours as required. Work under pressure and able to complete assigned tasks under stressful situations.
- Language Skills: Must be able to read, write, and speak fluently in English. Bilingual in Spanish preferred, but not required.
- Position Type and Expected Hours of Work: This is a full-time position. Days and hours of work may vary based on business needs. Evening and weekend work may be required as job duties demand.Physical demands:
Comfortable working outside in inclement weather, handling soiled garments, and delivering products to a variety of different locations. Be very flexible with work hours and must be able to adjust schedules with little or no prior notification.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and listen. The employee is frequently required to stand; walk; drive, use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 75 pounds and occasionally push carts that may weigh up to 1,000 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Work environment:
This job sometimes operates in an office environment and will routinely use standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position also requires visits to other facilities and departments and may be exposed to fumes or airborne particles, moving mechanical parts, variations in temperature, and loud noise levels in some work areas. May also be exposed to extreme weather conditions.
Reasonable accommodation may be made to enable people with disabilities to perform the essential function of the job.
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Up To Date Laundry, Inc.
$65,000.00
Aug 28, 2025