CUSTOMER SERVICE MANAGER (ROUTE & ACCOUNT MANAGEMENT

Job Description

Job Description

Position Title: CUSTOMER SERVICE MANAGER | ROUTE & ACCOUNT MANAGEMENT

Salary:  $65,000 - $75,000 / year

Schedule: Available on call for employees Monday - Friday, 5:00am - 3:00pm

Other Forms of Compensation: none

Growth. Opportunity. Excellence.

Canteen brings break time to everyone. We combine food, service, and experience backed by industry-leading technology to help companies create a better workplace and connect their employees. Canteen’s solutions include markets, office coffee and snacks, unattended retail, and culinary.

Our people are at the heart of everything we do. Their dedication, collaboration, and passion fuel our growth. Interested in joining our team? You bring the enthusiasm, customer service, and commitment; we’ll supply the  opportunity and innovation.  Together, we’ll continue to transform our industry.

Come grow with us. We are Canteen.

This position is eligible for an Employee Referral Bonus! If you know someone that is qualified for this role, please use the ‘job search’ in PeopleHub to refer your referral and email them a link to apply. Your referral will be able to apply by clicking the link in the email. You can check the status through your profile, accessible via Careers in PeopleHub, by clicking on ‘referral tracking.’ For Employee Referral guidelines, FAQs and the Compass Employee Referral Policy, email View email address on ziprecruiter.com. 

Job Summary

The Customer Service Manager is responsible for delivering exceptional customer experiences across Canteen's Micro Market and Vending operations. This position serves as the primary point of contact for client accounts, ensuring customer satisfaction, issue resolution, service excellence, and strong client retention. 

Key Responsibilities

Customer Relationship Management
Develop and maintain strong relationships with customers and client contacts.
Serve as the primary escalation point for customer concerns, complaints, and service requests.
Conduct regular customer visits and business reviews to assess satisfaction and identify opportunities for service improvement.
Respond promptly and professionally to customer inquiries regarding products, services, billing, and equipment issues.
Ensure all customer interactions reflect Canteen's commitment to service excellence.

Operations Support
Coordinate with route operations, market attendants, technicians, and service teams to resolve customer issues quickly and effectively.
Monitor service performance, product availability, machine functionality, and market conditions.
Track and manage service tickets, ensuring timely follow-up and resolution.
Identify recurring service problems and implement corrective action plans.
Support new account implementations, market openings, remodels, and customer transitions.

Account Retention & Growth
Maintain high levels of customer satisfaction and retention.
Identify opportunities to enhance customer experiences through product assortment, technology solutions, and service improvements.
Partner with sales and operations leaders to support account growth initiatives.
Assist with contract renewals and customer retention strategies.

Team Leadership
Lead and coach customer service representatives and support team members, as applicable.
Establish performance expectations and monitor service quality metrics.
Train team members on customer service best practices, systems, and company policies.
Foster a customer-focused culture focused on accountability, responsiveness, and continuous improvement.

Data & Reporting
Monitor customer service metrics, response times, complaint trends, and satisfaction scores.
Prepare reports for management regarding customer concerns, operational performance, and service improvements.
Utilize internal technology platforms to track customer interactions and service requests.
Analyze customer feedback and recommend solutions to improve overall service delivery.

Compliance & Safety
Ensure compliance with company policies, procedures, food safety standards, and customer requirements.
Maintain accurate customer records and documentation.
Support company initiatives related to safety, quality, and operational excellence.

Qualifications Required
High school diploma or GED required.
Bachelor's degree in Business, Hospitality, Management, or related field preferred.
Minimum of 3-5 years of customer service, account management, or operations experience.
Previous supervisory or leadership experience preferred.
Strong problem-solving and conflict resolution skills.
Excellent verbal, written, and interpersonal communication skills.
Proficiency with Microsoft Office Suite and customer relationship management systems.
Valid driver's license and ability to travel to customer locations as needed.
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.

Apply to Canteen today!

Canteen is a member of Compass Group USA

Click here to Learn More about the Compass Story

Compass Group is an equal opportunity employer.  At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. 

Applications are accepted on an ongoing basis.

Canteen maintains a drug-free workplace.

Associates at Canteen   are offered many fantastic benefits.

• Medical
• Dental
• Vision
• Life Insurance/ AD
• Disability Insurance
• Retirement Plan
• Paid Time Off
• Holiday Time Off (varies by site/state)
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Paid Parental Leave
• Personal Leave

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.

-usa.com/wp- content/uploads/2023/08/2023_WageTransparency_Canteen.pdf

Certain positions may require Florida Level 2 background screening. Details:  

Req ID: 1560768  

Canteen  

Brandy Wilson