What are the responsibilities and job description for the Customer Relationship Manager position at Century Linen?
Customer Relationship Manager (CRM)
Location: Boston, MA
Company: Century Linen & Uniform
Full-Time | Healthcare Services | Field-Based
About Century Linen & Uniform
Century Linen & Uniform is an industry leader providing healthcare textile and linen services throughout the Northeast. Since 1915, Century Linen has built its reputation on exceptional customer service, operational excellence, and innovation including advanced RFID linen tracking technology that provides transparency and accountability unmatched in the industry.
We are seeking a highly motivated and relationship-focused Customer Relationship Manager (CRM) to support our growing healthcare customer base in the Boston market.
Position Summary
The Customer Relationship Manager serves as the primary point of contact for assigned healthcare accounts, ensuring exceptional service delivery, proactive communication, and continuous operational improvement. This role is critical to maintaining strong client partnerships, resolving issues quickly, and helping customers optimize their linen utilization and workflows.
This is a field-based role requiring regular on-site visits to hospitals and healthcare facilities throughout the Boston area.
Key Responsibilities
Customer Relationship Management
- Serve as the primary liaison between Century Linen and assigned healthcare customers
- Conduct regular on-site customer visits to build strong, trusted relationships
- Lead quarterly business reviews (QBRs) to present service performance, reporting, and improvement initiatives
- Ensure customer satisfaction and proactively address concerns before escalation
Operational Support & Issue Resolution
- Respond promptly to customer inquiries, service requests, and concerns
- Coordinate with plant operations, logistics, and leadership teams to resolve service issues
- Track and manage service tickets to ensure timely resolution and communication
- Monitor fill rates, delivery performance, and customer service metrics
Linen Management & Workflow Optimization
- Assist customers in improving linen management practices to reduce loss and improve efficiency
- Support radiofrequency-identification (RFID) initiatives, including scanner implementation, reporting, and education
- Provide training and education to customer staff on linen handling best practices
Reporting & Communication
- Provide customers with regular performance reporting and insights
- Maintain accurate account records, service notes, and action plans
- Collaborate with Sales, Operations, and Leadership to support customer retention and growth
Compensation & Benefits
- Competitive salary
- Performance-based bonus opportunities
- Car allowance
- Health, dental, and vision insurance
- 401(k) with company match
- Paid time off and holidays
- Career growth opportunities within a growing organization
Why Join Century Linen?
- Industry leader with over 100 years of success
- Cutting-edge RFID technology and innovation
- Opportunity to work directly with leading healthcare institutions
High-impact role with visibility and career advancement potential
Qualifications:Required:
- 3 years of customer relationship management, account management, or customer service experience
- Strong interpersonal and communication skills
- Ability to manage multiple accounts and priorities effectively
- Problem-solving mindset with strong follow-through
- Proficiency in Microsoft Office (Excel, Outlook, PowerPoint)
- Valid driver’s license and reliable transportation
Preferred:
- Healthcare or service industry experience
- Experience working with hospitals or healthcare systems
- Experience with CRM software and reporting tools
Key Competencies
- Relationship-driven and customer-focused
- Highly organized and detail-oriented
- Strong communicator and presenter
- Professional and confident in healthcare environments
- Self-motivated with ability to work independently
- Solutions-oriented mindset
Century Linen is an equal opportunity employer. In furtherance of our commitment to equal employment opportunity, and pursuant to government contracting laws and regulations, we also take affirmative action to ensure that applicants are employed, and that employees are treated during employment, without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, status as a qualified individual with a disability, or other legally recognized protected status.
Salary : $65,000 - $80,000