Customer Service Manager - Healthcare Accounts

CUSTOMER SERVICE MANAGER – HEALTHCARE ACCOUNTS

Westport Linen Services | Baton Rouge / Lafayette / New Orleans, LA | Full-Time

Salary: $90,000 – $100,000 annually | Travel: 50%–75% (multi-site, Louisiana region)

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ABOUT THE ROLE

Westport Linen Services is a regional leader in healthcare laundry — processing millions of pounds of medical-grade linen annually for hospitals, health systems, and clinics across Louisiana, Mississippi, and Texas. We're hiring an experienced Customer Service Manager to own the post-sale relationship with our healthcare accounts: driving account retention, managing linen inventory performance, and leading a team of field service representatives and linen distribution teams across multiple facilities.

If you've built a career in healthcare sales, medical products distribution, or healthcare supply chain — and you're comfortable on the road 50%–75% of the time visiting facilities across Louisiana — this is the position for you.

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WHAT YOU'LL DO

ACCOUNT MANAGEMENT & CLIENT SUCCESS

- Serve as the senior point of escalation for healthcare facility accounts — hospitals, clinics, and health systems

- Conduct routine service reviews with key accounts, tracking KPIs and driving continuous improvement

- Ensure all client communications receive a response within 24 hours; approve all mass communications to customers including policy changes, plant procedures, and data reporting

- Develop and distribute best-practice education to facility staff (EVS, linen room, floor staff) through CSRs and on-site engagement events

INVENTORY & SERVICE PERFORMANCE

- Own PAR level management and product adjustments in alignment with contract obligations; document all adjustment requests

- Monitor and analyze soil-to-clean turnaround, delivery performance, scrub loss, and sitting inventory reports

- Review database information weekly with field CSRs to identify and act on efficiency opportunities

- Present a monthly service performance report to Key Account Management, including trend analysis and resolution outcomes

TEAM LEADERSHIP & TRAINING

- Recruit, onboard, and develop a team of customer service representatives supporting multi-site healthcare accounts

- Build and manage site-visit and rounding schedules based on account weight, geography, and sensitivity

- Deliver ongoing coaching and retraining to maintain consistent service delivery and professional standards

CROSS-FUNCTIONAL COORDINATION

- Collaborate with plant managers, logistics, and operations to align service commitments with production capacity

- Coordinate corrective action plans across facilities, CSRs, and client contacts when service issues arise

- Maintain complete documentation of all client communications, service changes, and issue resolutions

- Ensure team compliance with healthcare regulations, infection control guidelines, and internal quality standards

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WHAT WE'RE LOOKING FOR

REQUIRED

- 3 years in a client-facing role within healthcare services, healthcare supply chain, medical products distribution, or a related field

- Demonstrated experience managing inventory levels, service KPIs, or account performance data

- Proven leadership over a field-based or multi-site customer service team as well as linen distribution teams

- Comfort operating in an environment governed by healthcare compliance and infection control standards

- Proficiency with service management platforms, reporting tools, or inventory systems

- Strong written communication skills; ability to draft and approve client-facing communications

- Degree in Business Management, Marketing, Sales

PREFERRED

- Background in healthcare laundry, linen management, sterile processing, or medical supply logistics

- Familiarity with LinenMaster, ControlTex, or comparable linen management and reporting systems

- Experience with PAR management, periodic trending, or inventory loss analysis

- Prior exposure to HLAC standards, EVS operations, or infection prevention protocols

- Experience in a role that combined field service with data-driven account management

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YOU'LL THRIVE HERE IF YOU'VE WORKED IN

Healthcare sales | Medical distribution | Healthcare supply chain | Linen & laundry services | EVS / facility services | Sterile processing | Surgical/procedural supply | Multi-site account management

Pay: $90,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Work Location: On the road

Salary : $90,000 - $100,000