Job Description

Route Service Supervisor

Metropolitan Linen Services is looking for a motivated and hands-on Route Service Supervisor to support and develop our Route Service Representatives (RSRs). This position will focus on driver training, customer satisfaction, route performance, sales growth, and ensuring our service team consistently meets Metropolitan standards.

Key Responsibilities

Driver Training & Performance

• Train and onboard new Route Service Representatives on company policies, safety procedures, customer service expectations, and route management.
• Conduct ride-alongs and regularly monitor RSR performance.
• Provide coaching and retraining when service issues, customer complaints, or performance concerns arise.
• Identify areas for improvement and work directly with RSRs to correct issues and improve performance.
• Monitor driver attendance and ensure company attendance and service expectations are being followed.

Sales & Upselling

• Coach RSRs on identifying opportunities to increase products and services at existing customer accounts.
• Work toward a team goal of averaging $100 in monthly upsells per customer .
• Track individual and team upselling performance and provide ongoing coaching to help RSRs meet goals.
• Develop strategies to motivate the team and improve overall sales performance.

Customer & Route Management

• Conduct customer visits and shelf inventories to ensure proper product levels, rotation, and inventory control while avoiding unnecessary overstock.
• Provide RSRs with clear route and service instructions to improve efficiency and customer satisfaction.
• Assist with resolving customer complaints and service issues quickly and professionally.
• Work closely with Customer Service and other departments to identify recurring issues and prevent future service problems.
• Support customer retention and contract renewal efforts by maintaining strong service standards.

Key Performance Metrics

The Route Service Supervisor will be responsible for monitoring and improving:

• Driver attendance
• Group upselling average
• Customer contract renewals and retention
• Number of service tickets caused by driver errors
• Customer complaints and overall service quality
• RSR training and performance improvement

What We're Looking For

• Previous supervisory, route service, delivery, or customer service experience preferred.
• Strong leadership and coaching skills.
• Ability to hold employees accountable while helping them improve.
• Strong customer service and problem-solving skills.
• Sales-minded with the ability to coach employees on upselling.
• Organized and comfortable tracking performance metrics.
• Ability to communicate effectively with drivers, customers, managers, and other departments.
• Valid driver's license and ability to conduct route ride-alongs as needed.

About Metropolitan Linen Services

Metropolitan Linen Services is a family-owned linen and uniform service company serving businesses throughout New England. We are looking for someone who can lead by example, develop a strong route service team, and help us continue improving the experience we provide to our customers.

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