CUSTOMER SERVICE MANAGER (ROUTE & ACCOUNT MANAGEMENT) - PHOENIX, AZ

Compass Group•Phoenix, AZ

19d

About The Position

The Customer Service Manager (CSM) delivers an exceptional customer experience while overseeing day-to-day operations. The role manages route drivers, ensures consistent product availability, and serves as the primary contact for customer inquiries and concerns. Working closely with drivers, clients, and the operations team, the CSM proactively resolves issues, maintains service standards, and supports efficient operations. The position contributes to customer satisfaction, retention, and overall operational performance. The CSM performs site visits, supports client retention and branch grand openings, checks compliance with local and national account standards, and develops and tracks account-level plans to improve service, sales, and profitability. When needed, the CSM also performs route driver duties, including driving a company vehicle on an established route to deliver products, render services, and fill and maintain vending and related equipment. The role requires travel to client sites and the ability to lift 50 pounds consistently.

Requirements

At least 2 years of related experience.
3 years of driving experience.
Valid Non-CDL Class C driver's license, unless otherwise indicated by state, and a good driving record.
Strong leadership skills and 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.
Proficiency in Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint, and route management software.
Excellent communication skills.
Ability to travel to client sites.
Passion for providing world-class service to clients and customers.
Ability to lift 50 pounds on a consistent basis.
Ability to operate or willingness to learn material handling equipment, such as a box truck and handcarts.

Nice To Haves

Bachelor’s degree preferred; a two-year college degree or an equivalent combination of education and experience is acceptable.
3 or more years of customer service experience preferred.
Route management, retail, or food and beverage management experience preferred.
Merchandising experience preferred.

Responsibilities

Conduct site visits and support client retention.
Assist branches with grand openings.
Ensure compliance with local and national account standards and review corporate compliance reporting.
Develop and implement action plans to improve SSS and control V-9, including food waste and out-of-stocks.
Work with local management to develop account-level incremental sales plans, track performance, and increase profitability through the Owners Business Plan.
Coordinate efforts to improve customer retention and the client experience at the point of sale.
Develop retail pricing opportunities, encourage repeat sales using best practices, and introduce new products to increase revenue.
Drive compliance with merchandising standards.
Assess location performance through audit reports, including Quarterly District Evaluations.
When needed, perform route driver duties, including driving a company vehicle over an established route to deliver products, render services, and fill and maintain vending and related equipment.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance and AD&D
Disability insurance
Retirement plan
Paid time off
Holiday time off, varying by site and 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
Yearly bonus opportunity
Company car
Eligible paid and/or unpaid time off in accordance with applicable federal, state, and local laws