POSITION SUMMARY:

The Client Relations Manager (CRM) will be the first point of customer contact and will build

and maintain business relationships with clients by providing prompt and accurate service to

promote customer loyalty and protect company assets.  The areas of coverage are in the Lexington, Kentucky area.

ESSENTIAL FUNCTIONS:

Management of Company Assets:

• The CRM will assist in maintaining adequate inventory and par levels within assigned

accounts and notify customer and plant if there are overages or discrepancies and

adjust orders accordingly

• The CRM will drive and support to retrieve at least 1,500 pounds of linen per quarter

from outside sources such as Nursing Homes, Clinics and Competitors

• The CRM will conduct customer site visits, linen room inventory, scrub inventory,

rejects, unit rounding, customer surveys and audits as outlined and part of assigned role

responsibility

Responsibilities:

• The CRM is responsible for maintaining and holding all business in assigned accounts.

• Ensure that CRM activity is conducted as scheduled daily, weekly, monthly and

quarterly, such as linen room and scrub inventory, rejects, audits/studies

• Participation in client meetings - monthly and quarterly business reviews, linen

committee meetings and any other facility specific events

• Ensure that all data and information is entered into ABS, Linen Master, Sales Force, One

Drive and other specific spreadsheets on a timely basis – weekly/monthly

• Conduct client education – unit rounding/in servicing, Linen Awareness Events, end user

education for cost and utilization savings opportunities

• Ability to analyze reports, create spreadsheets and PowerPoint presentations and

conduct meetings to review and present the information and data

• The CRM responds appropriately and timely to client issues, needs and requests and

drives the follow up and resolution process

• CRMs will check their cell phone voicemail and respond back within 4 hours and email

several times per day and respond back to clients and internal communications by the

end of the day and within 24 hours.

Job Description

• Work collaboratively with Plant Management to ensure effective communication for

internal items and resolution of customers issues and concerns

• Ability and willingness to perform other duties assigned by Management

• Typical work days are Monday – Friday but CRM is still responsible to promptly respond

to after hour and/or weekend communications as needed

Growth:

• The CRM has the opportunity to sell additional items to existing customers and

opportunity to pass along sales leads to the Sales Team. The CRM will engage the

Director of Service and Business Manager on all add on sales.

• The CRM will assist in new business installation as requested

• The Director of Service, Business Manager and Senior VP will be notified immediately of

any major issues, business at risk or competitive visits within the assigned accounts

 

Requirements:

• Must be able to perform essential job functions with or without accommodations

• Industry experience or prior customer service

• Ability to work independently and manage time accordingly

• Proficient skills in Microsoft office – Excel, Word, PowerPoint

• Excellent communication skills

• Detail oriented

• Analytical mindset

• Positive, outgoing attitude and customer centric approach

• Ability to travel freely within assigned territory

• Ability to lift 20-30 pounds, bend and squat

• Proper protocol and PPE requirements will be adhered to while at the client facility and

within Novo plants/depots