Customer Service Manager (Route & Account Management) - Hayward, CA

Compass Group•Hayward, CA

21h•$85,000 - $90,000•Onsite

About The Position

The Customer Service Manager (CSM) - Coffee Services & Pantry - is responsible for delivering exceptional customer experience while overseeing day-to-day operations for office coffee, pantry, and refreshment services. This role manages route drivers, ensures consistent product availability and service excellence, and serves as the primary point of contact for customer inquiries, escalations, and operational concerns. The CSM works closely with drivers, clients, and the operations team to proactively resolve issues, maintain service standards, optimize product offerings, and support efficient route operations. This position plays a critical role in ensuring customer satisfaction through reliable coffee, beverage, snack, and pantry programs that enhance the workplace experience. The ideal candidate has experience in coffee service, pantry services, vending, food and beverage operations, route management, or hospitality is highly preferred. This role is instrumental in driving customer retention, revenue growth, service excellence, and overall operational performance.

Requirements

Minimum of 3+ years’ experience in a customer service position, or a minimum of 2 years of related experience
3 years driving experience required
Valid Non-CDL Class C driver's license (unless otherwise indicated by state) and good driving record
Ability to operate or willingness to learn material handling equipment (box truck, handcarts, etc.)
Proficiency in Microsoft Office Suite (Excel, Word, Outlook, and PowerPoint) and route management software
Excellent communication skills required
Must be able to travel to client sites
Must be passionate about providing world class service to our clients and customers
Must be able to lift 50 lbs. on a consistent basis

Nice To Haves

A bachelor’s degree is preferred; two-year College degree or the equivalent combination of education and experience is acceptable
Proven experience in team building, coaching, and leadership, with a track record of developing talent and leading teams to successful outcomes
Route management, retail management, food & beverage management and merchandising experience preferred
Experience in coffee service, pantry services, vending, food and beverage operations, route management, or hospitality is highly preferred.

Responsibilities

Responsible for site visits and client retention
Assist branches with grand openings
Ensure we are compliant with local and national account standards; review corporate compliance reporting
Ensure action plans are developed and implemented to improve SSS/control V-9 (food waste, o/s, etc.)
Develop an account level incremental sales plan with local management; track performance and increase profitability (Owners Business Plan)
Coordinate efforts to improve customer retention and client experience at the point of sale
Build retail pricing opportunities and encourage repeat sales (Best Practices), and introduce new products to increase revenue
Drive compliance to merchandising standards
Assess performance by location through audit reports (Quarterly District Evaluations)
When needed, perform the job functions of the Route Driver position, including driving a company vehicle over an established route to deliver products, render services by stocking and maintaining vending and related equipment