Customer Service Manager

American Food & Vending ⏐ American Dining Creations•Liverpool, NY

10d•$65,000 - $80,000•Onsite

About The Position

The Customer Service Manager oversees route service, and customer relationships within an assigned territory. This role supports Route Drivers through coaching, training, and daily operational guidance to ensure customer locations are serviced efficiently, professionally, and in alignment with company standards. This position helps maintain high levels of service standards across vending, micro market, coffee, pantry, by ensuring high levels of delivery driver customer service, resolving customer concerns, ensuring product quality, supporting warehouse accuracy, and ensuring compliance with safety and operational procedures.

Requirements

5 years plus of verifiable leadership experience in a food logistics or transportation setting or equivalent required
Experience with inventory management systems, handheld route technology, and Microsoft Office applications required.
Valid state driver’s license and continued eligibility to operate company vehicles required.
Must successfully meet DOT and FMCSA requirements to operate interstate and intrastate non-CDL commercial vehicles, when applicable.
Ability to safely lift up to 40 pounds and perform physical duties including standing, walking, bending, reaching, climbing stairs, pushing, pulling, and driving for extended periods.

Nice To Haves

BS or BA in business, logistics, operations, or a related field preferred.
Experience in route operations, vending, food service, warehouse management, inventory control, or customer service leadership preferred.
Strong leadership skills with the ability to coach, motivate, and develop employees.
Excellent organization, time management, problem-solving, communication, and relationship-building skills.
VMS/WMS/TMS experience is highly preferred.
Ability to work independently, manage multiple priorities, and maintain a professional, customer-focused attitude in a fast-paced environment.

Responsibilities

Excellent communication skills. Communication exists with clients, customers, delivery drivers, warehouse employees, support employees, sales, and leadership.
Supervise, support, and assist Route Drivers with daily routes, schedules, customer accounts, and route coverage as needed.
Train and coach Route Drivers on company procedures, customer service expectations, equipment use, merchandising standards, inventory control, food safety, safe driving techniques, and route efficiency.
Conduct regularly scheduled customer visits to maintain relationships, resolve service concerns, identify opportunities, and ensure expectations are exceeded.
Inspect equipment including: vending machines, micro markets, kiosks, beverage stations, and related equipment for cleanliness, presentation, functionality, and readiness.
Monitor product freshness, rotate inventory utilizing FEFO, and ensure products meet company quality standards.
Verify handheld device accuracy, route inventories, product counts, stock levels, and required reporting.
Ensure compliance with company policies, food safety standards, Smith System compliance, DOT regulations, FMCSA requirements, and applicable laws.
Identify process improvements that increase efficiency, reduce costs, and improve customer satisfaction.
Promote a positive, team-oriented environment focused on accountability, safety, service, and continuous improvement.
Complete other tasks as required to support departmental and organizational objectives