CUSTOMER SERVICE MANAGER (ROUTE & ACCOUNT MANAGEMENT) - PHOENIX, AZ

The Customer Service Manager (CSM) is responsible for delivering exceptional customer experience while overseeing day-to-day operations. This role manages route drivers, ensures consistent product availability, and serves as the primary point of contact for customer inquiries and concerns.
 
The CSM works closely with drivers, clients, and the operations team to proactively resolve issues, maintain service standards, and support efficient operations.
 
The ideal candidate is customer focused, well organized, and proactive, with the ability to manage multiple priorities while building strong, positive relationships with clients. This position plays a critical role in driving customer satisfaction, retention, and overall operational performance.
 
Key Responsibilities:  
•    Responsible for site visits and client retention
•    Assist branches with grand openings
•    Ensure we are compliant 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)
•    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.
 
Preferred Qualifications:  
•    A bachelor’s degree is preferred; two-year College degree or the equivalent combination of education and experience is     acceptable
•    Strong leadership skills with 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 & beverage management, and merchandising experience is preferred
•    3 years of customer service experience preferred; a minimum of 2 years of related experience required
•    3 years driving experience required
•    Valid Non-CDL Class C driver's license (unless otherwise indicated by state) and good driving record
•    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