Job Description

Position Summary

HandCraft Linen Services is seeking a Regional Service Operations Specialist to support customer accounts throughout the Eastern South Carolina Region. You will serve as the primary operational contact for your accounts, resolve service concerns, manage linen and scrub inventory, and coordinate with production and transportation teams to keep service running smoothly. This role combines customer relationship management with operational problem-solving. You will also coordinate day-to-day depot activities and help maintain service and driver accountability through collaboration with transportation leadership.

Essential Duties & Responsibilities

Customer & Account Support

• Serve as the primary operational contact for assigned customer accounts
• Manage customer requests, service concerns, shortages, and urgent issues
• Coordinate communication and resolution across internal departments
• Investigate billing questions and invoice discrepancies
• Support customer reporting, utilization reviews, and sample requests

Inventory & Utilization Management

• Manage inventory allocations, adjustments, and shortage support
• Monitor linen and scrub utilization trends and recommend optimization opportunities
• Review circulating inventory levels and support inventory reporting follow-up
• Ensure proper product retirement and inventory recovery during account changes

Reporting & Account Analysis

• Review daily operational reports, dashboards, and service tickets
• Analyze account health, utilization trends, and overall performance
• Conduct pricing reviews, contract audits, and account investigations using CRM/reporting tools

Contract & Account Administration

• Create and maintain customer contracts, addendums, and account updates
• Support renewals, upsell opportunities, credits, and pricing adjustments
• Maintain account setup accuracy including routes, delivery schedules, holidays, and product changes

Installations & Account Transitions

• Coordinate onboarding activities for new business installs
• Partner with data analysts, transportation, and operations teams to ensure successful implementations
• Support uninstall coordination, communication, and product recovery efforts

Operational Collaboration

• Work closely with Sales, Leadership, Production, Transportation, and other key internal teams
• Maintain proactive communication to support operational continuity and customer satisfaction
• Identify process improvement and efficiency opportunities

Depot

• Will serve as the home office for this role
• Responsible for oversight of day-to-day depot operations
• Effective communication with transportation and production teams to ensure logistical and operational efficiency

Basic Qualifications

• Minimum Requirement of a High School Diploma; Bachelors Degree preferred but equivalent relevant experience, training, or certifications may be considered in lieu of a degree
• Minimum 5 years’ experience with supporting a territory, multiple customer accounts, or multiple locations.
• Relevant experience in customer service operations, account management, route-based services, logistics, distribution, or a related field.
• Proficiency with Microsoft Office and the ability to learn CRM, reporting, and operational systems
• Strong written and verbal communication skills, including the ability to manage difficult conversations professionally
• Must be willing and able to travel to assigned customer locations and to assigned internal locations for training needs, etc.

What You’ll Bring

• Leadership skills and the ability to influence outcomes across teams.
• Ability to adapt to a growing market as new clients are onboarded
• A valid driver’s license and a good driving record.
• Demonstrated ability to take ownership of problems, coordinate solutions, and follow through to resolution

Physical Demands and Work Environment

• Ability to lift and handle linen bags weighing up to 30 pounds on occasion
• Ability to sit, walk, stand, and/or drive for extended periods of time
• Must have reliable transportation and be willing to travel when necessary
• Understand and comply with all safety rules, regulations, and procedures
• Comply with HandCraft and hospital appearance and grooming guidelines
• Must pass hospital credentialing
• Must be willing to receive vaccinations as required by hospital settings

Compensation

Pay Range: $65,000 - $75,000k/year. Compensation may vary based on relevant experience, skills, location, and other job-related factors, consistent with applicable law.

Benefits

We’re committed to supporting our employees with competitive benefits, opportunities to grow, and programs that support life both at and outside of work.

• Comprehensive Benefits: Medical, dental, life, and short- and long-term disability insurance
• Financial Wellness: 401(k) with company match
• Paid Time Off: PTO plus your birthday as a paid holiday
• Career Growth: Paid training and advancement opportunities
• Employee Programs: Employee Assistance Program (EAP), referral incentives, and employee discounts
• Uniforms Provided: Available for applicable positions

Company Summary

HandCraft Services is a family-owned provider of industrial laundry and textile services supporting healthcare organizations throughout the Mid-Atlantic. Through our large-scale laundry and distribution operations, we process, manage, and deliver healthcare linens, uniforms, and other textile products to hospitals and medical facilities across the region.

Equal Opportunity and Accessibility

HandCraft Services is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status; and consistent with applicable law.

#INDOT