Rental Service Manager

Chesapeake Search Partners is excited to partner with a leading Uniform & Linen Rental Services company in Baltimore, MD, to identify an experienced Rental Service Manager. This leadership role is responsible for overseeing route service operations, customer satisfaction, fleet oversight, service team performance, and operational excellence across the organization. The ideal candidate will bring strong leadership experience within route-based service, logistics, transportation, distribution, or uniform and linen rental environments.

Key Responsibilities

Service Operations & Route Management

• Direct and oversee all route service operations, including deliveries, pickups, route coverage, and service recovery efforts.
• Ensure route efficiency, service consistency, and compliance with company standards.
• Coordinate with production and operations teams to align customer delivery requirements and product availability.
• Monitor route metrics, customer issues, and service interruptions, implementing corrective actions as needed.
• Support planning and execution of staffing and route optimization initiatives.

Customer Experience & Retention

• Build and maintain strong customer relationships while managing escalated service concerns.
• Partner with Sales and Account Management teams to support customer retention and account growth initiatives.
• Lead service recovery efforts to resolve customer issues promptly and professionally.
• Ensure consistent communication and follow-up with customers regarding service needs and concerns.

Leadership & Team Development

• Lead, coach, and develop Route Service Representatives and service department personnel.
• Drive a culture centered on safety, accountability, customer service, and continuous improvement.
• Manage hiring, onboarding, training, performance evaluations, and employee development.
• Partner with Human Resources on employee relations, performance management, and workforce planning.