CUSTOMER SERVICE MANAGER (ROUTE & ACCOUNT MANAGEMENT) - KATY, TX
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 helps drive customer satisfaction, retention, and account growth. The ideal candidate is customer-focused, organized, proactive, communicative, and able to build lasting client relationships in a fast-paced environment. The CSM directly supervises, coaches, trains, and develops a team of 5–10 Route Drivers and support staff; supports branch grand openings; monitors account and merchandising compliance; develops and implements service and sales improvement plans; and works with local management to grow account-level sales and profitability. When needed, the CSM performs Route Driver duties, 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 genuine interest in providing exceptional support and building strong client relationships.
- Ability to manage daily responsibilities while remaining flexible and adaptable in a fast-paced environment with changing priorities.
- Positive, solutions-oriented, service-minded approach.
- Strong communication skills and the ability to articulate ideas clearly and professionally.
- Ability to collaborate effectively in a team environment.
- Working knowledge of Microsoft Office programs, including Outlook, Word, and Excel.
- 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, with a good driving record.
- Minimum of 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.
- Experience overseeing 20–50 client accounts.
- Bachelor’s degree preferred; a two-year degree or equivalent combination of education and experience will be considered.
- Route management, retail, merchandising, and/or food and beverage experience strongly preferred.
- Three to four years of customer service experience preferred.
Responsibilities
- Conduct 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 duties, including driving a company vehicle over an established route, delivering products, and stocking and maintaining vending and related equipment.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance and accidental death coverage
- Disability insurance
- Retirement plan
- Paid time off
- Holiday time off, varying by site and 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 as applicable under federal, state, and local laws
- Company car
- Yearly bonus opportunity
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
