Service Operations Coordinator

Service Operations Coordinator

Founded in 1967, ImageFIRST is the largest and only national linen rental and laundry service specializing in the healthcare market. Acquired by private equity firm Calera Capital in 2018, ImageFIRST serves medical facilities nationwide providing linen, patient gowns, scrubs, and more while managing their clients' linen inventory for cost management. As leaders in infection prevention, they currently own and operate the most HLAC-accredited facilities in the industry. With one of the highest customer retention rates in the industry 97% ImageFIRST is dedicated to improving patient satisfaction and making staff happy with our white glove service!

The Service Operations Coordinator is a service leadership role responsible for ensuring coordination between the plant and service teams as well as monitoring daily execution of ImageFIRST service standards. This position ensures daily route execution, including product control, invoice accuracy, loadout management, fleet readiness, and compliance, through a face-to-face daily check-in with each Customer Advocate. The Service Operations Coordinator uses data and reporting tools to monitor route performance, identify trends, and uncover revenue and EBITDA growth opportunities. The Service Operations Coordinator partners closely with Customer Advocates, District Service Managers, Plant Managers, and cross-functional teams to improve service quality, drive customer loyalty, and resolve issues in real time.

Key Responsibilities

1. Route Check-In & Route Execution

Conduct daily face-to-face check-ins with all Customer Advocates using the Check-In Tool, covering authorization edit review, route notes, work orders, loadout completion, decontamination logs, clean return, and field scan activity.

Verify all 3-Deep customer contacts are entered and accurate for each route daily.

Review and approve daily work order entries and error logs.

Update, and confirm Handheld (route) notes

Track Customer Success Wins and new sales leads and inform District Service Managers and sales leaders where they need to support Customer Advocate.

Review delivery sequence monthly and prior to Customer Advocate PTO.

Inspect loading dock daily

2. Compliance, Safety, and Fleet Management

Ensure strict compliance with all DOT (Department of Transportation) safety requirements.

Review Daily Driver Vehicle Inspection Reports (DVIRs) and monitor Hours of Service compliance.

Serve as the local fleet safety champion for SMITH System safe driving program, attending CA meetings and reinforcing safety messaging with the local team.

Ensure vehicles are ready and available daily, including truck readiness, DOT/PPE/HLAC supply inventory, and rental coordination. This includes ensuring that PMs and service work are completed. Vehicles should be inspected weekly.

Manage vehicle monitoring program (cameras functioning, alert settings set correctly).

Process monthly fleet invoicing, including mileage entry through Penske Fleet Insight.

Reinforce weekly safety topics and training bites with Customer Advocates during daily check-ins.

3. Product Control & Inventory Management

Attend and co-lead the weekly product control meetings with the plant manager.

Attend Tier 2 meetings with the plant leadership.

Review the Product Usage and Load Comparison Report daily to monitor loadout accuracy.

Coordinate with District Service Managers to schedule Targeted Inventory Management Plans (TIMPs) when Customer Advocates cannot access customer locations for inventory or data shows over or underutilization.

Verify loadout completion report daily to ensure Customer Advocates are fully loaded.

Manage loadout cuts and surplus product in coordination with the Plant Manager, communicating changes to affected Customer Advocates.

Monitor and adjust par levels based on customer usage trends and CA feedback.

Review curtain change reports to ensure panels are available and changed on schedule.

Review clean return reports to identify product flow issues.

Support and help manage the ImageFIRST Garment Program within a location (e.g., Garment Guarantee program, defective scans, work order maintenance, proactive customer management etc.), actively coaching CAs and resolving challenges.

4. Invoice Accuracy & Financial Oversight

Review invoices for the next delivery day with the CA during check-in using the Un-Updated Invoice Report, correcting errors through adjustment entries.

Review the Price Audit Report to eliminate pricing errors such as missing prices, suggested prices, or duplicate pricing on items.

Review the Threshold Analysis Report weekly to identify accounts with significant billing changes.

5. Customer Experience & Loyalty

Assist to resolve customer concerns quickly and effectively by coordinating across plant, service, and sales teams.

Support new customer account setup and installation, including loadouts, Delivery Master File configuration, and invoice/program review, with follow-up to ensure successful onboarding.

Collaborate with CAs to identify at-risk accounts and ensure full service team awareness. Support At risk meeting discussions by capturing action items and owners.

Conduct weekly reviews of Net Promoter Score (NPS) to identify at-risk accounts and growth opportunities. Provide feedback to DSMs on individual CA performance.

Drive Service Growth initiatives as required.

Review quarterly Service Vision and Customer Promise Training Bites with CAs.

6. Training, Development, and CA Support

Build trust with Customer Advocates by being responsive, following through, and being present on the dock and in the plant.

Support new Customer Advocates as outlined in their Onboarding Curriculum (systems set up & training, uniform compliance, etc.)

Provide ongoing coaching and performance feedback through daily check-in engagement. This is to reinforce DSM feedback. Periodically responsible for disseminating individual CA training during check-ins.

Escalate repeated performance issues to District Service Managers with supporting documentation.

Key Competencies

Customer Service: Builds loyalty through exceptional service and responsiveness to internal customers (particularly CAs).

Analytical Thinking: Uses data to drive decisions and uncover opportunities.

Communicates Effectively: Strong verbal, written, and interpersonal skills.

Drives Results: Ensures consistent delivery of operational and service standards.

Drives Engagement and Results: Strong indirect leadership influencing ability. Needs to be able to coach and develop Customer Advocates to achieve performance goals.

Optimizes Work Processes: Identifies root causes and implements effective solutions.

Action Oriented: Takes proactive steps to improve performance and outcomes.

Collaboration: Works effectively across departments and teams.

Key Performance Indicators (KPIs)

PVIR

CA Performance Indicators (CA Rewards Program)

Service Operations Coordinator Scorecard

Customer satisfaction (NPS)

Customer retention (Lost Business)

Compliance with DOT and safety standards (Foley and SMITH)

Qualifications

High School Diploma or equivalent required; Associate degree or higher preferred.

Proven leadership and coaching ability.

Strong analytical and problem-solving skills.

Intermediate computer and reporting system proficiency. Fluency in Microsoft Suite products.

Excellent communication and customer service skills.

Valid Driver's License with a clean driving record.

Must possess or obtain a DOT (Department of Transportation) medical certification within a designated timeframe.

Preferred Qualifications:

Experience in the textile services industry.

Prior experience analyzing route performance and financial metrics.

Reporting Structure

Reports to: General Manager.

Direct Reports: None.

Key Stakeholders

General Manager.

Customer Advocates.

Plant and Production Leadership.

Service Teams.

Office and Administrative Staff.

Customers and Key Accounts.

Shared Service Teams.

Company Values & Benefits

Required Competencies:

• Be Respectful: Value all we come in contact with
• Be Remarkable: Create a positive moment with every interaction
• Be Safe: Keep ourselves and those around us safe
• Be Honest: Be guided by truthfulness in all we do

Benefits:

• Weekly pay