Route Manager

Economy Linen & Towel Service, Inc.

Job Description: Route Manager

Position Title: Route Manager
Department: Service
Reports To: Service Director / General Manager
Location: 1903 Ross Ave. Cincinnati, Ohio 45212

Position Summary:

The Route Manager is responsible for overseeing daily route operations to ensure exceptional customer service, route efficiency, and employee performance within the service department. This role manages a team of Route Service Representatives (drivers), ensuring all delivery routes operate safely, accurately, and on schedule. The Route Manager also supports sales growth through customer retention, account management, and the development of new business opportunities.

The ideal candidate has strong leadership skills, hands-on commercial driving experience, a passion for customer service, and a track record of motivating teams in a fast-paced, customer-focused environment.

Key Responsibilities:

Operations & Team Management

• Supervise, coach, and develop a team of Route Service Representatives to ensure excellent service delivery and safe driving practices.

• Coordinate daily routes, vehicle assignments, and delivery schedules to maximize route efficiency and customer satisfaction.

• Conduct ride-alongs and performance evaluations to ensure adherence to company standards.

• Monitor time management, route accuracy, and overall productivity of service personnel.

• Ensure DOT compliance, vehicle inspections, and maintenance schedules are met.

• Foster a positive, safety-driven culture across the team.

Customer Service & Retention

• Maintain strong, positive relationships with customers through regular communication and problem resolution.

• Address and resolve service concerns quickly and professionally.

• Collaborate with internal departments to ensure consistent customer satisfaction and service excellence.

• Train route staff in customer interaction and service recovery best practices.

• Conduct periodic customer visits to assess satisfaction and identify improvement opportunities.

Sales & Business Development

• Partner with the Sales Department to identify upselling opportunities within existing customer accounts.

• Support the acquisition of new customers and assist with route setup and onboarding.

• Monitor account growth, retention, and profitability metrics.

• Analyze route data to identify opportunities for territory expansion and operational improvements.

Qualifications:

• Education: High school diploma or GED required; Associate’s or Bachelor’s degree in Business, Management, or related field preferred.

• Experience:

  • Minimum 1 year of commercial driving experience (CDL not required).

  • Minimum 2–3 years of experience in a supervisory or leadership role, preferably managing drivers or field service employees.

  • Strong background in customer service, with proven success in maintaining and growing customer relationships.

  • Sales experience or exposure to route-based account management preferred.

• Strong communication, problem-solving, and organizational skills.

• Proficiency in Microsoft Office and route management systems.

• Must hold a valid driver’s license with an acceptable driving record.

Core Competencies:

• Leadership & Team Development

• Customer Relationship Management

• Route Optimization & Efficiency

• Sales & Retention Strategy

• Safety & Compliance

• Communication & Accountability

• Problem Solving & Decision-Making

Physical Requirements:

• Ability to stand, walk, and drive for extended periods.

• Ability to lift up to 50 lbs. as required for route support.

• Exposure to outdoor weather conditions and production environments.

• Flexibility to work extended hours or weekends as needed.