Customer Service Manager

Job Overview

The Customer Service Manager oversees an assigned service territory, supervising route representatives. Responsibilities include promoting safety, developing team members, managing customer relationships, and ensuring service quality.

Responsibilities/Essential Functions

• Promote and sustain a safety culture
• Evaluate, coach, and develop Route Sales Representatives (RSRs)
• Create a sales culture fostering team selling
• Aid in new account installations
• Manage day-to-day customer service activities
• Visit all required customers quarterly
• Resolve service requests promptly
• Negotiate and secure customer renewals
• Recruit, select, and train RSRs
• Review RSR performance weekly
• Address pending issues daily
• Follow up on accounts in jeopardy
• Protect and manage merchandise control processes
• Investigate and report incidents

Knowledge/Skills/Abilities

• Demonstrated ability to interface with various organizational functions
• Strong interpersonal, analytical, communication, and customer service skills
• Considerable negotiation skills
• Computer proficiency, including MS Office
• Exposure to sales function preferred
• Management, human relations, and communication skills

Experience/Qualifications

• High school diploma or equivalent; bachelor’s degree in related field preferred or equivalent experience
• Two years of service and route-based industry experience, with proven track record for growing customer accounts
• Previous profit and loss accountability and/or contract-managed service experience preferred
• Significant customer interface and service experience
• Production planning, maintenance, or warehouse operations experience preferred

Working Environment/Safety Requirements/Physical Requirements

• Majority of time spent driving own vehicle or company step-van to call on customers and supervise employees
• Exposed to weather conditions (heat, wind, cold, rain, snow, etc.)
• May involve walking, climbing stairs, pushing/pulling carts
• Must be able to frequently lift and maneuver up to 50 pounds and occasionally up to 100 pounds
• Exposure to loading/unloading products from trucks, loading docks, production and warehouse areas, and vehicle maintenance

License Requirements/Certifications

• Valid driver’s license
• Automobile insurance on personal vehicle
• DOT-certified