Territory Supervisor

Territory Supervisor

The Territory Supervisor is primarily responsible for the retention and service excellence of independent raw material accounts within an assigned territory. This role acts as the local "boots on the ground" presence for the assigned operations region, building deep, lasting relationships with existing suppliers to ensure satisfaction, stop customer loss, and protect route volume. The Territory Supervisor serves as the primary customer advocate and problem-solver in the field. This position supports strategic growth by gathering market intelligence, collaborating closely with Account Executives on new business opportunities, and acting on their own new business opportunities as appropriate when in the field.

Essential Duties/Responsibilities:

• Serves as the primary, local point of contact for independent (non-branded) accounts, building trust and rapport as the "face" of the assigned operations region
• Builds and maintains strong, long-term relationships through regular, proactive site visits and communication to ensure customer satisfaction and retention
• Acts as a customer advocate, providing a quick and effective personal response to resolve service issues, answer questions, and manage escalations
• Utilizes company data (e.g., customer engagement center reports, zero volume service requests, cancellation data) to proactively engage at-risk customers and identify win-back opportunities
• Conducts periodic account reviews to confirm service satisfaction, discuss needs, and reinforce the value proposition
• Gathers and reports on competitor activity, pricing, and strategies to provide timely market intelligence to management
• Works collaboratively with Transportation Supervisors and routing operations to ensure efficient, reliable, and timely service for all customers in the territory
• Coordinates with local operations and sales to support the container service/refurbishment program, ensuring equipment meets customer needs and company standards
• Documents service issues, competitor intelligence, equipment needs, and account updates in company systems to ensure clear communication and follow-through
• Reviews Service Record Reports for accuracy and to identify potential service discrepancies or opportunities for customer engagement
• Collaborates with the General Manager, Office Manager, and other operational staff to ensure smooth, customer-centric operations
• Identifies and secures new, organic business opportunities that arise from an established market presence and strong local relationships
• Collaborates with Account Executives by identifying and qualifying opportunistic growth with existing customers or through leads generated from field-level intelligence
• Represents the company professionally in the field to strengthen brand presence and identify potential leads
• Other duties as assigned

Minimum Qualifications:

• High School Diploma or equivalent required
• 3+ years of experience in a customer-facing role such as account management, customer success, hospitality service, field service, or a route-based business focused on retention

Preferred Qualifications:

• Proven expertise in customer retention, account management, and relationship building
• Demonstrated ability to act as a customer advocate and problem-solver in a fast-paced field environment
• Excellent communication, interpersonal, and rapport-building skills
• Strong organizational and time-management abilities
• Understanding of routing, logistics, or field service operations is a plus
• Bilingual (Spanish & English) is a plus