Customer Service/Account Manager

Position Summary

The Customer Service Manager is responsible for leading and managing all customer service and linen distribution operations across assigned healthcare facilities. This role oversees supervisors and distribution personnel, ensures customer satisfaction, operational excellence, regulatory compliance, inventory management, workforce development, and service performance.

Essential Duties and Responsibilities

• Provide leadership and direction to Distribution Supervisors and Distribution Technicians across assigned hospital accounts.
• Develop and maintain strong relationships with hospital leadership and department managers.
• Serve as the primary escalation point for customer concerns and service failures.
• Conduct regular customer meetings and business reviews.
• Monitor linen utilization, inventory levels, par levels, and loss prevention efforts.
• Develop action plans to improve customer satisfaction, service quality, and cost control.
• Ensure compliance with HCL policies, hospital requirements, safety standards, and regulatory guidelines.
• Lead recruitment, onboarding, training, coaching, and performance management efforts.
• Conduct performance evaluations and succession planning activities.
• Manage staffing levels, scheduling, and labor utilization.
• Review productivity reports, customer service metrics, inventory reports, and KPIs.
• Collaborate with Production, Transportation, Maintenance, and Hospital Operations teams.
• Lead investigations and resolution of complaints and inventory discrepancies.
• Conduct hospital audits and routine rounding.
• Prepare operational reports and business reviews for leadership.
• Assist with budgeting and expense management.
• Perform additional duties as assigned.

Minimum Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, or related field preferred.
• Minimum three (3) to five (5) years of progressive management experience in healthcare services, healthcare linen distribution, logistics, hospitality, manufacturing, or a related environment.
• Minimum two (2) years leading supervisors or multiple work teams.
• Strong customer service, conflict resolution, and relationship management skills.
• Experience with performance management, employee development, and team leadership.
• Strong analytical and problem-solving abilities.
• Proficiency in Microsoft Office applications including:
• Outlook
• Excel
• Word
• PowerPoint
• Experience utilizing operational, inventory, and reporting systems preferred.
• Valid driver's license and reliable transportation.

Key Competencies

• Customer Relationship Management
• Leadership and Team Development
• Strategic Thinking
• Operational Excellence
• Inventory Management
• Conflict Resolution
• Communication and Presentation Skills
• Process Improvement
• Regulatory Compliance
• Accountability and Results Orientation

Physical Requirements

The position requires regular travel between customer locations and the ability to perform operational assessments within healthcare facilities.

Frequently Required

• Walking throughout healthcare facilities
• Standing for extended periods
• Pushing and pulling linen carts when necessary
• Lifting up to 25 lbs.
• Bending, reaching, squatting, and climbing stairs
• Operating a computer and mobile devices
• Driving between assigned customer locations

Occasionally Required

• Lifting up to 50 lbs.
• Assisting with distribution operations during staffing shortages or emergencies
• Extended periods of sitting for meetings and reporting activities

Work Environment

The Customer Service Manager works within healthcare facilities, distribution areas, and office environments. This role frequently interacts with hospital leadership, nursing staff, environmental services personnel, and HCL operational teams. The position requires routine travel between assigned customer locations and participation in meetings, audits, and operational reviews.

Hospital Cooperative Laundry (HCL) is a cooperative association serving the hospitals on the Front Range of Colorado and Southern Wyoming.