Customer Service Manager (Office Coffee Services) Grand Rapids, MI

Customer Service Manager for Office Coffee Services

The Customer Service Manager for Office Coffee Services is responsible for delivering exceptional customer experience, driving client retention, and supporting the growth of existing accounts within a fast-paced Office Coffee Services environment. This role partners closely with the District Manager to oversee a portfolio of approximately 1,200 customer accounts while leading a team of Route Drivers and Warehouse personnel.

The ideal candidate is customer-focused, highly organized, data-driven, and passionate about building long-term client relationships.

Key Responsibilities:

Customer Relationship Management

• Partner with the District Manager to manage and support approximately 1,200 customer accounts.
• Conduct regular customer retention calls and account review meetings.
• Visit customer sites to strengthen relationships, address concerns, and identify opportunities for service improvement.
• Resolve escalated customer issues quickly and professionally.
• Ensure high levels of customer satisfaction and account retention.

Account Growth & Business Development

• Drive same-store sales growth through proactive customer engagement and product recommendations.
• Identify opportunities to expand services and increase revenue within existing accounts.
• Monitor customer activity and trends to support retention and growth strategies.

Team Leadership

• Provide day-to-day leadership and support to a team of 4 Route Drivers and 1 Warehouse Associate.
• Foster a customer-first culture focused on service excellence.
• Support employee development, coaching, and performance management.
• Collaborate with team members to ensure efficient service delivery and customer satisfaction.

Reporting & Analysis

• Utilize Excel and reporting tools to analyze customer, operational, and sales performance metrics.
• Review reports regularly to identify trends, opportunities, and areas for improvement.
• Prepare and present business updates, customer insights, and performance results to leadership.

Communication & Presentation

• Deliver professional presentations to customers, team members, and leadership.
• Represent the company in customer meetings, service reviews, and business discussions.
• Communicate effectively across departments to resolve issues and improve customer outcomes.

Qualifications:

• 3+ years of customer service, account management, customer success, or client retention experience.
• Strong relationship-building and customer-facing skills.
• Experience handling customer concerns and driving retention efforts.
• Intermediate to advanced Microsoft Excel skills.
• Excellent verbal and written communication skills.
• Strong presentation and public speaking abilities.
• Valid driver's license and ability to travel locally to customer locations.

Preferred:

• Experience in Office Coffee Services, Food & Beverage Distribution, Route-Based Services, Vending, Hospitality, or a related industry.
• Previous leadership or supervisory experience.
• Experience managing high-volume customer portfolios.
• Proven success growing existing customer accounts through relationship management.

Canteen is a member of Compass Group USA