Customer Service Manager (CSM) The Customer Service Manager (CSM) is responsible for delivering exceptional customer experience while overseeing day-to-day operations. This role manages route drivers, ensures consistent product availability, and serves as the primary point of contact for customer inquiries and concerns.
The CSM works closely with drivers, clients, and the operations team to proactively resolve issues, maintain service standards, and support efficient operations. The ideal candidate is customer focused, well organized, and proactive, with the ability to manage multiple priorities while building strong, positive relationships with clients. This position plays a critical role in driving customer satisfaction, retention, and overall operational performance.
Key Responsibilities:
Responsible for site visits and client retention
Assist branches with grand openings
Ensure we are compliant with local and national account standards; review corporate compliance reporting
Ensure action plans are developed and implemented to improve SSS/control V-9 (food waste, o/s, etc.)
Develop an account level incremental sales plan with local management; track performance and increase profitability (Owners Business Plan)
Coordinate efforts to improve customer retention and client experience at the point of sale
Build retail pricing opportunities and encourage repeat sales (Best Practices), and introduce new products to increase revenue
Drive compliance to merchandising standards
Assess performance by location through audit reports (Quarterly District Evaluations)
Perform the job functions of the Route Driver position, when needed, including driving a company vehicle over an established route to deliver products, render services, and fill and maintain vending and related equipment.
Preferred Qualifications:
A bachelor's degree is preferred; two-year College degree or the equivalent combination of education and experience is acceptable
Strong leadership skills with experience managing, mentoring, and developing frontline teams
Experience managing employee performance, including goal setting, coaching, and corrective action
Experience training, onboarding, and developing employees to achieve business and customer service objectives
Route management, retail or food & beverage management, and merchandising experience is preferred
3+ years of customer service experience preferred; a minimum of 2 years of related experience required
3 years driving experience required
Valid Non-CDL Class C driver's license (unless otherwise indicated by state) and good driving record
Ability to operate or willingness to learn material handling equipment (box truck, handcarts, etc.)
Proficiency in Microsoft Office Suite (Excel, Word, Outlook, and PowerPoint) and route management software
Excellent communication skills required
Must be able to travel to client sites
Must be passionate about providing world class service to our clients and customers
Must be able to lift 50 lbs. on a consistent basis
Canteen is a member of Compass Group USA
Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.
Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation.
Applications are accepted on an ongoing basis.
Canteen maintains a drug-free workplace.
Associates at Canteen are offered many fantastic benefits including medical, dental, vision, life insurance/AD, disability insurance, retirement plan, paid time off, holiday time off (varies by site/state), associate shopping program, health and wellness programs, discount marketplace, identity theft protection, pet insurance, commuter benefits, employee assistance program, flexible spending accounts (FSAs), paid parental leave, personal leave.
