Salary: $77,000 - $84,000 / year
Other Forms of Compensation: Yearly Bonus Opportunity & Co. Car
Job Summary:
The Customer Service Manager (Coffee Services & Pantry) 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 Operations Manager to manage a portfolio of customer accounts.
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 Operations Manager to support and manage a portfolio of customer accounts.
• Conduct customer retention calls and service follow-up meetings.
• Visit customer locations to strengthen relationships, address concerns, and identify opportunities for service improvement.
• Resolve escalated customer issues professionally and in a timely manner.
• Maintain high levels of customer satisfaction and account retention.
Route Team Leadership & Operations Support
• Lead, coach, and support a team of Route Delivery Drivers to ensure exceptional customer service, account retention, and operational excellence.
• Conduct regular ride-alongs, performance reviews, and coaching sessions to promote safety, service quality, and professional development.
• Monitor route efficiency, service execution, and customer feedback to identify trends and implement corrective actions when needed.
Account Growth & Business Development
• Drive same-store sales growth through proactive customer engagement and product recommendations.
• Identify opportunities to expand services, improve customer experience, and increase revenue within existing accounts.
• Monitor customer activity, service trends, and business performance to support retention and growth strategies.
Reporting & Business Analysis
• Utilize Excel and reporting tools to analyze customer, operational, and sales performance metrics.
• Review trends, identify opportunities, and recommend actions to improve results.
• Prepare customer insights, and performance reports to leadership.
Qualifications Preferred:
• 5+ years of experience in Customer Service, Customer Success, Account Management, Client Retention, or coffee services background.
• Bachelor's degree preferred; Associate degree or equivalent combination of education and experience considered.
• Proven ability to build strong customer relationships and drive client retention.
• Experience in resolving customer concerns and managing service-related issues.
• Intermediate to advanced Microsoft Excel skills.
• Strong verbal, written, presentation, and communication skills.
• Valid driver's license and ability to travel locally to customer locations.
Preferred Qualifications:
• Passion for coffee, hospitality, and delivering exceptional customer experiences.
• Proven ability to identify account growth opportunities and increase revenue within existing customer relationships.
Apply to Canteen today!
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Canteen
Leticia Pinon
