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

Customer Service Manager (CSM) - Coffee Services & Pantry

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.

Key Responsibilities:

• Responsible for site visits and client retention
• Assist branches with grand openings
• Ensure compliance 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

Preferred Qualifications:

• 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
• 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
• Route management, retail management, food & beverage management and merchandising experience preferred
• 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

Canteen maintains a drug-free workplace. Associates at Canteen are offered many fantastic benefits including medical, dental, vision, life insurance, disability insurance, retirement plan, paid time off, holiday time off, associate shopping program, health and wellness programs, discount marketplace, identity theft protection, pet insurance, commuter benefits, employee assistance program, flexible spending accounts, paid parental leave, and personal leave.