What are the responsibilities and job description for the Regional Service Director position at NIXON MEDICAL?

Job Description

Description : Job Summary :

The Regional Service Director is primarily responsible for the recruiting, selection, performance management, development, team building, communications, and motivation necessary to achieve objectives. Responsibilities include developing a culture where service representatives touch base with customers on every visit, professionally follow up on all customer service issues, grow business relationships by way of existing and new account sales, and foster an environment dedicated to the safety of self and all associates.

Essential Functions :

Continually improve customer service, increase customer loyalty and minimize lost business.
Work with the Service Manager to maintain current and accurate customer records for all customers, service agreements for group customers and accounts.
Promote positive relationships, participative approaches and generate synergy.
Support company growth objectives and maximize existing account revenue through all revenue generating opportunities.
Support Territory Sales efforts to ensure new accounts are integrated smoothly into service operation.
Ensure routes are coordinated in an efficient manner to ensure customer service expectations are met.
Proactively visit customers and establish strong business relationships in accordance with customer visitation program.
Ensure immediate or timely response to all Customer Service Requests (CSRs) Manage the assigned RSR’s key performance indicators.
Ensure successful accounts receivable efforts are accomplished and collect all monies owed to the company including those from accounts 60 days overdue.
Effectively control cost through economical use of staff, materials and resources.

Supervisory Responsibilities :

Manage 6-12 Route Service Representatives (RSR), 2-3 Service Managers (SM) and / or 1 Route Support Specialist (RSS)

Monitor work performance for compliance with company and department policies, including but not limited to attendance / punctuality, customer service, poor work performance, etc.

Issue and discuss disciplinary actions as necessary.

Ensure proper training of new and assigned associates as it relates to the essential job functions.

Ensure RSRs and SMs adhere to all department procedures while servicing assigned accounts and / or performing assigned duties.

Complete the Performance Management Process for assigned staff in a timely manner.

Requirements :

Required Skills & Abilities :

Solid computer skills required in Microsoft Office Suite (Excel, Word, Outlook & PowerPoint), experience with databases a plus.

Strong verbal and written English communication skills along with solid customer relation skills required.

Proven skills and abilities in leadership, coaching, decision-making required.

Must be self-motivated and disciplined.

Must have the ability to work in a fast-paced environment, analyze data and make recommendations, adapt to changing priorities, and manage multiple projects.

Physical Requirements :

While performing the duties of this position, associates will be required to stand, sit and / or walk up and down stairs / steps repeatedly throughout most of the workday.

Frequent use of a computer may be required to generate reports and / or update account information and prepare written correspondence.

When on a route, the incumbent is subject to the outside environment with possible exposure to extreme temperatures (heat, cold, humidity, etc.) and precipitation, will safely operate a delivery vehicle and adhere to all laws and the rules of the road.

Normal lifting of up to 75 pounds is possible. Mobility is necessary in order to perform the service function. Manual dexterity needed to operate a personal data assistant (PDA).

The noise level is usually moderate or what could be expected when operating a vehicle on the open road.

Local area travel is required.

Required Credentials :

4 year College degree or equivalent combination of military education and relevant work experience required.

Five years of proven management required; including three years of customer service experience and two years of route supervisory experience or equivalent required.

Relevant and successful work experience may be acceptable in lieu of educational requirement.

Valid Driver’s license with clean driving record required.

Strong verbal and written communication skills.

Disclaimer : This description does not state or imply that the duties listed above are the only duties to be performed by the Associate. Associates are required to follow job-related instructions and perform other job-related activities requested by their manager. All requirements are subject to possible modifications in order to provide a reasonable accommodation to individuals with physical or mental disabilities as defined in the Americans with Disabilities Act. Nixon is an equal opportunity employer.

Nixon Uniform Service & Medical Wear is an equal opportunity employer.

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