CUSTOMER SERVICE MANAGER (ROUTE & ACCOUNT MANAGEME

Compass Group•Town of Huntington, NY

1d•$70,000 - $85,000

About The Position

The Customer Service Manager (CSM) delivers an exceptional customer experience while overseeing day-to-day operations. The role manages route drivers and scheduling, ensures consistent product availability, and serves as the primary contact for customer inquiries and concerns. The CSM works with drivers, clients, and the operations team to proactively resolve issues, maintain service standards, and support efficient operations. The position helps drive customer satisfaction, retention, and overall operational performance. The CSM performs site visits, supports client retention and branch grand openings, monitors compliance with account standards, and develops plans to improve service and profitability. When needed, the CSM also performs Route Driver duties, including driving a company vehicle on an established route to deliver products, provide services, and fill and maintain vending and related equipment.

Requirements

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.
Ability to operate or willingness to learn material handling equipment, including box trucks and handcarts.
Proficiency in Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint, and route management software.
Excellent communication skills.
Ability to travel to client sites.
Ability to lift 50 lbs. consistently.
Passion for providing world-class service to clients and customers.

Nice To Haves

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

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-stocks.
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.
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.
Manage route drivers and scheduling, ensure consistent product availability, and resolve customer inquiries and concerns.