Route Service Manager Trainee - UniFirst

As a Route Service Manager Trainee (RSM-T), you will participate in an intensive 9-month leadership development program designed to prepare you for a role as a full-time Route Service Manager (RSM) at Unifirst. This program emphasizes leadership responsibility, supervisory development, and strategic decision-making. During this program, you will work in tandem with an experienced Route Service Manager (RSM), gaining hands-on experience by performing all of the RSM duties. This will include route management, making independent judgements that impact customer service, team partner leadership, and operational coordination. On-the-job training will be supplemented by formal training, peer learning, and mentoring and coaching.

At the successful completion of the program, you will be transitioned into an RSM role, with the knowledge and expertise needed to lead a team, optimize route operations, manage business outcomes, and maintain high customer service standards.

Key Focus:

• On-the-Job Training : Work closely with an experienced Route Service Manager to learn and perform all responsibilities of the RSM role. This will include overseeing the day-to-day operations of a service department, managing routes, and ensuring high customer satisfaction levels.
• Route Coverage : Gain hands-on experience covering routes during vacations, sick days, and holidays. Ensure all routes are completed on time, maintaining high standards of service.
• Supervision and Leadership : Learn to supervise and provide on-the-job training for Route Service Representatives (RSRs), Route Coverage Specialists (RSC), and Route Service Supervisors (RSS). Develop skills in managing and motivating teams to meet operational goals.
• Customer Service Excellence : Learn to manage client relationships and ensure that services are delivered consistently and meet customer expectations. Develop strategies to address any service issues or concerns.
• Staffing and Hiring : Gain experience participating in the interview and hiring process for new team members, including Route Service Supervisors and Route Service Representatives. Learn best practices in recruitment, onboarding, and staff management.
• Problem Solving and Decision Making : Develop skills in making on-the-spot decisions to resolve route issues, customer complaints, and other operational challenges.
• Performance Metrics : Monitor and analyze performance data, identifying areas for improvement and implementing strategies to optimize service delivery and operational efficiency.
• Health & Safety Compliance : Ensure that all safety and regulatory guidelines are followed in all aspects of route management and customer service.

Key Responsibilities:

Leadership & Supervision

• Learn to supervise, coach, and evaluate Route Service Representatives (RSRs), Route Service Supervisors (RSSs), and support staff.
• Assist with workforce planning, including interviewing, hiring, onboarding, and performance management .
• Develop leadership practices to motivate and engage Team Partners while maintaining accountability for results.

Operational Management

• Partner with an RSM to oversee daily operations , ensuring service routes meet company standards for efficiency, safety, and quality.
• Make decisions on resource allocation, route adjustments, and staffing coverage to support business continuity.
• Analyze operational metrics to identify opportunities for cost savings, improved service delivery, and productivity gains.

Customer Relationship Management

• Build and maintain long-term client relationships by providing proactive solutions and resolving escalated service issues.
• Exercise independent judgment in negotiating resolutions, service terms, and problem-solving for customer concerns.

Strategic & Business Decision-Making

• Learn to develop and implement initiatives that support territory growth, customer retention, and profitability.
• Contribute to strategic planning discussions regarding service improvements, staffing levels, and process optimization.
• Apply independent judgment when making operational decisions that affect service quality, safety, and customer satisfaction.

Compliance & Safety Leadership

• Ensure compliance with DOT, OSHA, and company safety standards by monitoring and reinforcing adherence among Team Partners.
• Promote a culture of accountability, safety awareness, and operational excellence.

Qualifications:

• Education : High School Diploma or equivalent; Bachelor’s degree in Business, Operations Management, or a related field is highly preferred.
• Experience : 2 years prior experience in a customer service or operations management role is required. A strong desire to develop leadership skills and grow within the company is essential.
• Background : Meet all DOT requirements. Driver’s license and clean driving record.
• Skills :
  • Strong leadership, decision-making, and problem-solving abilities.
  • Excellent communication and interpersonal skills with the ability to influence and develop teams.
  • Ability to work independently and as part of a team.
  • Excellent organizational and time-management abilities.
  • Problem-solving mindset with a focus on customer satisfaction.
  • Ability to balance strategic planning, handling of multiple tasks, and meeting deadlines in a fast-paced environment.
  • Comfortable working in an office setting as well as in a physically demanding operational setting.
• Willingness to Relocate : Flexibility and willingness to relocate to various Unifirst locations as needed.

Program Benefits:

• Comprehensive Training : Receive in-depth training on all aspects of route service management, from customer relations to operational efficiency.
• Career Growth : Opportunity to transition into a full-time Route Service Manager (RSM) role upon successful completion of the program.
• Leadership Development : Gain valuable leadership experience and build a strong foundation for a career with Unifirst.
• Competitive Compensation : Receive a competitive salary and benefits package during the training period.
• Job Security : Upon successful completion of the program, you will be placed into a full-time RSM role with Unifirst.

Upon Successful Completion:

Graduates of the program will be fully equipped and eligible to step into a full-time, Route Service Manager role at a UniFirst Production facility — where they will lead with confidence and capability from day one.

What Success Looks Like in This Role:

• Leadership & Team Development: You inspire trust, build high-performing teams, and create a culture of accountability.
• Operational Excellence: You take initiative to identify inefficiencies, implement solutions, and deliver measurable results.
• Strategic Agility: You adapt to change, align priorities across departments, and help lead your team toward long-term success.

Additional Information:

• The RSM-T role requires strong problem-solving skills, flexibility, and the ability to adapt quickly in a dynamic environment.
• The trainee program offers a structured path for career advancement within Unifirst, allowing you to learn from industry experts and gain the hands-on experience needed to excel as an RSM.

If you're ready to take on the challenge of becoming a leader in route service management and make a lasting impact, apply today to start your career with Unifirst!

UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.

UniFirst is an equal employment employer. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to [email protected] or call to let us know the nature of your request.

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