Service Manager

Have you ever wondered how outstanding service transforms satisfied clients into loyal advocates?

At Key Safety, our Service Managers ensure every client interaction strengthens our reputation for trust and reliability. You’ll lead client service and retention efforts, oversee order delivery, and guide the Sales & Service team in delivering an exceptional experience.

Who We Are

At Key Safety, we approach our clients’ needs with a Servant’s Heart, offering a consultative approach to develop and manage tailored safety programs. With over 30 years of combined experience, we’re industry leaders in ensuring the effective use of PPE, recognizing the crucial need for comfort to ensure consistent wear. We are committed to delivering not just any PPE, but the most comfortable and high-performance gear that aligns seamlessly with our clients’ safety standards.

Job Summary

The Service Manager is responsible for the oversight of Key Safety’s (management of the relationship with the client) order fulfillment and client retention activity. This includes managing and servicing existing accounts, responding to client requests, creating product orders, and driving clear communication within the Key Safety team regarding the client’s needs. The desired outcomes of this role include the highest possible level of customer service and a deepening of the client relationship that leads to additional account growth. The Manager will be responsible for direct marketing activity and engaging with existing and prospective clients. Management responsibilities will include the supervision of the Sales and Service Representative. Continual focus will also be placed on identifying opportunities to improve Key Safety’s performance.

Schedule

• Monday–Friday, 7:00am–5:00pm

Essential Functions

Customer experience

• Maintain the highest possible level of customer service to ensure 95% customer retention.
• Promote Key Safety as a trusted partner.
• Work to improve the client experience, communicating proactively, resolving problems, and preventing additional issues by improving processes.
• Increase sales activity by identifying additional needs within existing clients and presenting Key Safety solutions.
• Identify industry trends and collect and analyze data to better understand consumer behavior.
• Provide client feedback to Key Safety personnel to ensure continued service quality.

Oversight of order delivery and servicing activities

• Maintain accountability for the delivery, placement, and servicing of Key Safety products to meet the business requirements of existing clients
• Maintain a consistent and proactive presence at client locations, reinforcing our brand and commitment to service.
• Ensure the accuracy of client inspection, inventory, and replenishment activities.
• Identify and work to resolve challenges associated with orders and delivery.
• Support shipping and receiving activity as necessary.

Team leadership

• Manage team performance by providing direction, guidance, and measurement of activities in a manner that drives engagement and retention.
• Coordinate the planning of daily client-facing activities through team meetings and ensure the proper execution of those plans.
• Lead by example in resolving issues that influence the client experience
• Partner and proactively communicate with Business Development and Operations team members to ensure clarity of information and service.

Inventory Management

• Ensure the accurate recording and organized placement of all inventory managed within Key Safety facilities.
• Replenish inventory as required based on actual and anticipated order activity.

Education, Experience & Proficiencies

• Bachelor’s degree preferred; high school diploma or equivalent required.
• 10+ years of related experience.
• Strong customer service, communication, and leadership skills.
• Computer proficiency with Microsoft Office, SharePoint, OneDrive, and QuickBooks.
• Supervisory experience required.

Benefits

• Health, dental, and vision insurance
• Eligible for bonus based on company performance
• 401k package
• Paid time off and holidays
• Company vehicle and computer provided
• On-the-job and industry training

Work Environment & Physical Requirements

Work is primarily in an office setting, but client site visits are frequent. Some lifting (up to 30 lbs.), bending, and standing are required. Appropriate PPE must be worn when needed.