CUSTOMER SERVICE MANAGER (ROUTE & ACCOUNT MANAGEMENT) DENVER, CO

Compass Group•Denver, CO

4d•$70,000 - $80,000

About The Position

The Customer Service Manager (CSM) delivers an exceptional customer experience while overseeing day-to-day operations. The role manages route drivers, ensures consistent product availability, and serves as the primary point of 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 contributes to customer satisfaction, retention, and overall operational performance. The CSM performs site visits, supports client retention and branch grand openings, ensures compliance with local and national account standards, and develops plans to improve service and profitability. When needed, the CSM also performs Route Driver duties, including driving a company vehicle along an established route to deliver products, render services, and fill and maintain vending and related equipment. The role requires travel to client sites and the ability to lift 50 pounds consistently.

Requirements

A minimum of 2 years of related experience is required.
At least 3 years of driving experience is required.
Valid Non-CDL Class C driver's license, unless otherwise indicated by state, and a good driving record.
Ability to travel to client sites.
Ability to lift 50 pounds on a consistent basis.
Excellent communication skills.
Passion for providing world-class service to clients and customers.

Nice To Haves

Bachelor’s degree preferred; a two-year college degree or an 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, and merchandising experience.
At least 3 years of customer service experience preferred.
Proficiency in Microsoft Office Suite (Excel, Word, Outlook, and PowerPoint) and route management software.
Ability to operate, or willingness to learn, material handling equipment such as a box truck and handcarts.

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-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.
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.
Manage route drivers and oversee day-to-day operations.
Serve as a primary point of contact for customer inquiries and concerns and work with drivers, clients, and operations to resolve issues.
When needed, perform Route Driver functions, including driving a company vehicle on an established route to deliver products, render services, and fill and maintain vending and related equipment.