Customer Service Representative

Customer Service Representative

Location: Fillmore Linen Service – Chicago, IL (North Lawndale)

Reports To: General Manager

We're on a mission beyond linen—we're reinvesting in Chicago's North Lawndale community through purpose-driven work that services the linen needs of Chicago hospitals and provides real opportunity. With more than 9 million pounds of linen processed annually and a 32 million-pound capacity facility opening in 2026, we're growing fast—and we're committed to growing our people alongside our operations.

The Customer Service Representative will serve as Fillmore's trusted voice and face to our hospital partners—building lasting relationships, solving problems proactively, and ensuring every interaction strengthens customer trust while advancing operational excellence. You'll spend significant time on-site at customer facilities, serving as the vital bridge between hospital staff and our plant operations. Your mission: keep customers satisfied, recover our linen efficiently, educate hospital teams on best practices, and drive results that make both Fillmore and our partners more successful.

•        Spend significant time on-site at hospital and healthcare customer locations, serving as Fillmore's primary point of contact and building trust through consistent, professional presence.

•        Develop and maintain strong relationships with customer staff at all levels—from environmental services managers to C-suite leadership—understanding their needs, concerns, and operational challenges.

•        Act as the trusted advisor to customers on linen management best practices, infection prevention protocols, and operational efficiency improvements.

•        Conduct regular customer site visits to assess satisfaction, identify concerns before they escalate, and ensure service quality meets or exceeds expectations.

•        Represent Fillmore's mission and values in every customer interaction, demonstrating how our work advances both healthcare quality and community impact.

•        Handle customer issues, complaints, and service concerns with professionalism, tact, and urgency—turning problems into opportunities to demonstrate Fillmore's commitment to excellence.

•        Investigate service failures, quality issues, and delivery problems; coordinate swift resolution with plant operations, drivers, and management teams.

•        Implement service recovery strategies that restore customer confidence and prevent recurring issues.

•        Track and analyze customer feedback, complaints, and service metrics to identify trends and drive continuous improvement.

•        Escalate critical issues appropriately while taking ownership of customer satisfaction throughout the resolution process.

•        Drive linen recovery efforts by identifying missing inventory, investigating loss patterns, and implementing recovery strategies at customer sites.

•        Educate customer staff on proper linen handling, sorting, and return procedures to minimize losses and improve inventory accuracy.

•        Partner with customers to optimize linen par levels, reduce waste, and improve cost efficiency for both Fillmore and the healthcare facility.

•        Monitor inventory levels, track usage patterns, and proactively address shortages or overages before they impact patient care.

•        Collaborate with plant operations to ensure accurate tracking and reconciliation of customer-specific inventory.

•        Provide on-site training and education to hospital staff on proper linen handling, infection control protocols, and best practices.

•        Develop and deliver educational materials, presentations, and training sessions tailored to customer needs and compliance requirements.

•        Help customers understand how proper linen management supports patient safety, infection prevention, and operational efficiency.

•        Share industry updates, regulatory changes, and best practices that help customers maintain compliance and quality standards.

•        Serve as the critical link between customers and Fillmore's plant operations—translating customer needs into operational requirements and vice versa.

•        Coordinate order changes, delivery schedules, and special requests with plant teams to ensure seamless execution.

•        Communicate customer expectations, service standards, and urgent needs to production, quality, and logistics teams.

•        Utilize ControlTex and other systems to track orders, monitor service delivery, and maintain accurate customer records.

•        Prepare daily scorecards utilizing tracked data to analyze plant operations and its financial impact on the company

•        Provide feedback to management on operational improvements, customer insights, and opportunities to enhance service delivery.

•        Drive customer retention through exceptional service, proactive relationship management, and demonstrated value delivery.

•        Identify opportunities to expand services, optimize contracts, and increase customer profitability while maintaining satisfaction.

•        Support contract renewals and negotiations by documenting service performance, value delivered, and partnership strength.

•        Balance customer satisfaction with Fillmore's profitability—finding win-win solutions that advance both parties' success.

•        Experience: 3-5 years in customer service, account management, or customer success roles, preferably in healthcare, manufacturing, or service operations environments.

•        Customer-First Mindset: Deep commitment to customer satisfaction, relationship building, and service excellence.

•        Problem-Solving Excellence: Proven ability to handle difficult situations with professionalism, tact, and creative problem-solving.

•        Relationship Builder: Natural ability to build trust, establish credibility, and maintain long-term professional relationships.

•        On-Site Presence: Comfortable spending significant time at customer locations, adapting to hospital environments, and representing Fillmore professionally in diverse settings.

•        Communication Skills: Exceptional written and verbal communication abilities; can explain complex operational issues clearly to diverse audiences.

•        Operational Knowledge: Understanding of supply chain, logistics, and operations; ability to translate customer needs into operational requirements.

•        Technical Proficiency: Strong skills in Microsoft Office/Teams; ControlTex experience a plus.

•        Educational Ability: Comfortable training and educating customer staff on best practices, protocols, and procedures.

•        Mission Alignment: Commitment to Fillmore's mission of community reinvestment and purpose-driven work.

•        Ownership Mentality: Takes personal responsibility for customer satisfaction and business results; follows through on commitments.

•        Adaptability: Thrives in dynamic, fast-paced environments; comfortable managing multiple customer needs simultaneously.

Bonus: Healthcare laundry industry experience, HLAC familiarity, or background in infection prevention/environmental services.

•        Make a difference: advance healthcare linen infection prevention and community revitalization.

•        Customer impact: build trusted partnerships with Chicago's leading healthcare institutions.

•        Mission-driven work: represent an organization committed to both excellence and community opportunity.

•        Growth ahead: join a rapidly expanding company with our 2026 facility opening and beyond.

•        Professional development: grow your skills in customer success, healthcare operations, and relationship management.

•        Team excellence: work alongside committed professionals who care about quality, service, and purpose.

Competitive compensation, benefits, and opportunities for advancement.

• If you're a relationship builder who loves solving problems, educating customers, and driving results through exceptional service—and who brings both professionalism and heart to your work—we want to meet you. Join us in building lasting partnerships where customer success and community impact advance together.