CUSTOMER SERVICE MANAGER - GALESBURG, MI

Compass Group•Comstock Charter Township, MI

3d•$56,500 - $62,000

About The Position

The Customer Service Manager (CSM) delivers exceptional customer service while managing client accounts and supporting route operations. The role oversees route drivers, conducts customer site visits, resolves service issues, and supports customer satisfaction, retention, and account growth. The ideal candidate is customer-focused, organized, proactive, and has strong communication skills and the ability to build lasting client relationships in a fast-paced environment. The manager supervises, coaches, trains, and develops a team of approximately 5–10 Route Drivers and support staff. The role partners with local management on account-level sales plans, pricing, product introductions, profitability, retention, customer experience, and compliance with merchandising and account standards. When needed, the manager performs Route Driver functions, including driving a company vehicle on an established route, delivering products, and stocking and maintaining vending and related equipment.

Requirements

Demonstrated customer service experience and a commitment to building strong client relationships.
Ability to manage daily responsibilities while remaining flexible and adaptable to changing priorities in a fast-paced environment.
Strong communication skills and the ability to communicate clearly and professionally.
Ability to work collaboratively in a team environment.
Working knowledge of Microsoft Office programs, including Outlook, Word, and Excel.
A two-year degree or an equivalent combination of education and experience will be considered.
A minimum of 2 years of related experience; 3–4 years of customer service experience is preferred.
Valid Non-CDL Class C driver’s license, unless otherwise required by state, and a good driving record.
At least 3 years of driving experience.
Ability to operate or learn to operate material handling equipment, such as box trucks and handcarts, particularly in the absence of a delivery driver.
Ability to travel to client sites as needed.
Ability to consistently lift up to 50 lbs.
Commitment to delivering world-class service to clients and customers.

Nice To Haves

Experience managing teams of approximately 5–10 associates.
Bachelor’s degree.
Route management, retail, merchandising, and/or food and beverage experience.

Responsibilities

Conduct customer site visits and support client retention.
Directly supervise, coach, train, and develop a team of 5–10 Route Drivers and support staff.
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/control V-9, including food waste and out-of-stock issues.
Develop account-level incremental sales plans with local management, 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.
Build retail pricing opportunities, encourage repeat sales using Best Practices, and introduce new products to increase revenue.
Drive compliance with merchandising standards.
Assess location performance using audit reports, including Quarterly District Evaluations.
When needed, perform Route Driver functions, including driving a company vehicle over an established route to deliver products and stocking and maintaining vending and related equipment.