Customer Service Manager

Join Our Growing 'Ohana...

We’re looking for passionate and progressive team members to join our expanding 'Ohana at United Laundry Services, LLC!

Why You’ll Love Working With Us:

We value our employees and offer a comprehensive benefits package in recognition of their dedication and contributions:

• Medical, Prescription Drug, Vision, and Dental coverage for employees and eligible dependents

• Group Life Insurance

• Health and Dependent Care Flexible Spending Accounts

• Paid Time Off

• 401(K) with Company Match

• Tuition Reimbursement Program

• Career advancement opportunities

• Various incentive programs

Position Summary:

The Customer Service Manager serves as the key liaison for all hotels, hospitals, airlines, and other commercial clients of United Laundry Services, LLC. This role is responsible for ensuring order accuracy and timely service while coordinating deliveries and pickups. The ideal candidate excels in customer service, consistently aiming to under-promise and over-deliver.

Core Responsibilities & Competencies:

Account Management

• Build and maintain strong relationships with commercial clients through regular site visits and a deep understanding of their operational needs.

Order Processing & System Management

• Enter and manage orders using our linen management system; coordinate changes and delivery schedules with the Operations team.

Customer Communication & Support

• Serve as the primary contact for customer inquiries and urgent issues—providing timely responses, including during off-hours as needed.

Delivery & Pickup Coordination

• Partner with transportation and production teams to ensure accurate and on-time service.

Service Monitoring & Quality Improvement

• Monitor service performance, analyze trends and feedback, and implement strategies to enhance customer satisfaction and efficiency.

Problem Solving & Resolution

• Proactively address service concerns, provide updates, and implement corrective actions to maintain customer trust.

Inventory Oversight

• Conduct quarterly on-site inventory audits to ensure alignment with service agreements.

Performance Tracking

• Monitor KPIs related to service quality and client satisfaction; provide actionable insights for continuous improvement.

Alignment with Strategic Goals

• Ensure daily practices reflect company standards and support broader customer service objectives.

Professional Growth

• Stay informed on industry trends through ongoing training, networking, and professional development opportunities.

Qualifications & Skills:

• Excellent verbal and written communication skills

• Strong organizational skills and attention to detail

• Proven ability to resolve customer issues professionally and calmly

• Proficiency in Microsoft Office Suite or related software

• Bachelor’s degree preferred

• Minimum of 3 years’ customer service experience required

Physical Demands:

• Primary work in an office/production environment

• Ability to move within the workspace, sit for extended periods, and respond to verbal and written cues

• Manual dexterity to operate standard office and production equipment

• Ability to bend, reach, and lift up to 25 lbs

Work Schedule:

• Must be available to work weekends and holidays as needed

• On-call availability after business hours

Work Environment:

• Office/desk-based role

• Reasonable accommodations provided for individuals with disabilities

Let’s Create a Positive Experience—TOGETHER!

At United Laundry Services, our commitment to service excellence goes beyond our clients. From community outreach and diversity initiatives to environmental sustainability, we are dedicated to making a meaningful impact.

If you're driven by purpose, value inclusion, and want to be part of a team that makes a difference every day—we'd love to have you on board!