Customer Service Manager (Route & Account Management) - Urbana, IL

Compass Group•Urbana, IL

1d•$52,000 - $65,000

About The Position

The Customer Service Manager is responsible for delivering an exceptional customer experience while overseeing day‑to‑day operations. This role manages route drivers, ensures consistent product availability, and serves as the primary point of contact for customer inquiries and concerns. The Customer Service Manager works closely with drivers, clients, and the operations team to proactively resolve issues, maintain service standards, and support efficient operations. The ideal candidate is customer‑focused, well‑organized, and proactive, with the ability to manage multiple priorities while building strong, positive relationships with clients. This position plays a critical role in driving customer satisfaction, retention, and overall operational performance.

Requirements

3 years driving experience required.
Valid Non-CDL Class C driver's license (unless otherwise indicated by state) and good driving record.
Preferred 1-2 years’ experience in a customer service position, or a minimum of 1 year of related experience.
Ability to operate or willingness to learn material handling equipment (box truck, handcarts, etc.).
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
Route management, retail and merchandising experience is preferred
Food & beverage experience

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 the 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)
Perform the job functions of the Route Driver position, when needed, including driving a company vehicle over an established route to deliver products, render services, and fill and maintain vending and related equipment.