CUSTOMER SERVICE MANAGER (ROUTE & ACCOUNT MANAGEMENT) SACRAMENTO, CA
About The Position
The Customer Service Manager (CSM) delivers exceptional customer experience while overseeing day-to-day operations for office coffee, pantry, and refreshment services. The role manages route drivers, ensures consistent product availability and service excellence, and serves as the primary contact for customer inquiries, escalations, and operational concerns. Working closely with drivers, clients, and operations teams, the CSM proactively resolves issues, maintains service standards, optimizes product offerings, and supports efficient route operations. The position contributes to customer satisfaction, retention, revenue growth, service excellence, and operational performance through reliable coffee, beverage, snack, and pantry programs. The position also includes site visits and client retention activities, supporting branch grand openings, reviewing compliance and performance, and developing plans to improve sales and profitability. When needed, the CSM performs Route Driver duties, including driving a company vehicle on an established route to deliver products and stock and maintain vending and related equipment.
Requirements
- At least 3 years of experience in a customer service position, or at least 2 years of related experience.
- At least 3 years of driving experience.
- Valid Non-CDL Class C driver's license, unless otherwise indicated by state, and a good driving record.
- Proven team-building, coaching, and leadership experience, with a track record of developing talent and leading teams to successful outcomes.
- 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.
- Experience in coffee service, pantry services, vending, food and beverage operations, route management, or hospitality is highly preferred.
- Route management, retail management, food and beverage management, and 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/control V-9, including food waste and out-of-stock issues.
- Develop account-level incremental sales plans with local management, track performance, and improve 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 through 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 and stocking and maintaining vending and related equipment.
- Manage route drivers and ensure product availability and service excellence.
- Serve as the primary point of contact for customer inquiries, escalations, and operational concerns.
- Work with drivers, clients, and operations teams to resolve issues, maintain service standards, optimize product offerings, and support efficient route operations.
Benefits
- Yearly bonus opportunity
- Company car provided
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance and 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
- Paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
