Client Relations Manager

Get to know us: NOVO Health Services, with headquarters in Atlanta, GA, offers linen management solutions to the healthcare industry. NOVO keenly focuses on safety and infection control and provides its partner hospitals with a value-driven linen management control system that measures and monitors linen utilization by departments to eliminate excess internal costs. NOVO’s wide range of service programs offer a variety of options to provide a seamless, single source distribution system. NOVO’s regional healthcare linen facilities are HLAC accredited and operate with state-of-the-art processing equipment and processes. 

NOVO Health Services is the only “one stop shop” service provider in U.S. currently serving all healthcare-related end markets with both Healthcare Laundry Services as well as Sterilized Reusable Surgical Solutions.  

We are currently looking for a Client Relations Manager (CRM), for the St. Louis area. We are looking for someone who is confident in decision making, can act quickly, and has excellent communication skills.   If you are ready to make a commitment to measurable performance and continuous improvements, then we want to hear from you! 

The successful candidate:  

The Client Relations Manager (CRM) will be the first point of customer contact and will build and maintain business relationships with clients by providing prompt and accurate service to promote customer loyalty and protect company assets. 

Essential Functions: 

Management of Company Assets: 

• The CRM will assist in maintaining adequate inventory and par levels within assigned accounts and notify customer and plant if there are overages or discrepancies and adjust orders accordingly 

• The CRM will drive and support to retrieve at least 1,500 pounds of linen per quarter from outside sources such as Nursing Homes, Clinics and Competitors 

• The CRM will conduct customer site visits, linen room inventory, scrub inventory, rejects, unit rounding, customer surveys and audits as outlined and part of assigned role responsibility 

Responsibilities: 

• The CRM is responsible for maintaining and holding all business in assigned accounts. 

• Ensure that CRM activity is conducted as scheduled daily, weekly, monthly and quarterly, such as linen room and scrub inventory, rejects, audits/studies 

• Participation in client meetings - monthly and quarterly business reviews, linen committee meetings and any other facility specific events 

• Ensure that all data and information is entered into ABS, Linen Master, Sales Force, One Drive and other specific spreadsheets on a timely basis – weekly/monthly 

• Conduct client education – unit rounding/in servicing, Linen Awareness Events, end user education for cost and utilization savings opportunities 

• Ability to analyze reports, create spreadsheets and PowerPoint presentations and conduct meetings to review and present information and data 

• The CRM responds appropriately and timely to client issues, needs and requests and drives the follow up and resolution process 

• CRMs will check their cell phone voicemail and respond back within 4 hours and email several times per day and respond back to clients and internal communications by the end of the day and within 24 hours. Job Description 

• Work collaboratively with Plant Management to ensure effective communication for internal items and resolution of customers issues and concerns 

• Ability and willingness to perform other duties assigned by Management 

• Typical workdays are Monday – Friday but CRM is still responsible to promptly respond to after hour and/or weekend communications as needed 

Growth: 

• The CRM has the opportunity to sell additional items to existing customers and opportunity to pass along sales leads to the Sales Team. The CRM will engage the Director of Service and Business Manager on all add on sales. 

• The CRM will assist in new business installation as requested 

• The Director of Service, Business Manager and Senior VP will be notified immediately of any major issues, business at risk or competitive visits within the assigned accounts 

Requirements: 

• Must be able to perform essential job functions with or without accommodations 

• Industry experience or prior customer service 

• Ability to work independently and manage time accordingly 

• Proficient skills in Microsoft office – Excel, Word, PowerPoint 

• Excellent communication skills 

• Detail oriented 

• Analytical mindset 

• Positive, outgoing attitude and customer centric approach 

• Ability to travel freely within assigned territory 

• Ability to lift 20-30 pounds, bend, and squat 

• Proper protocol and PPE requirements will be adhered to while at the client facility and within Novo plants/depots