Customer Service Manager

Job Overview

The Customer Service Manager is responsible for an assigned service territory, supervising route representatives, and ensuring safety and results in customer retention, growth, AR collection, and customer satisfaction.

Responsibilities/Essential Functions

• Promote and sustain a safety culture
• Evaluate, coach, and develop Route Sales Representatives (RSRs)
• Create a pervasive sales culture fostering team selling via Together-In-Growth (TIG) and Shared Lead programs
• Aid in new account installations
• Manage day-to-day activities of customer service programs
• Visit all required customers quarterly to review growth and service opportunities
• Set clear expectations for customer service and lead by example
• Travel extensively to conduct observations and visit customer locations
• Proactively follow up on accounts in jeopardy and resolve service concerns
• Negotiate and secure renewal agreements with existing customers
• Recruit, select, and hire Route Sales employees
• Review trends, performance, and coach RSRs weekly
• Deliver and participate in training to meet customer retention and service goals
• Communicate daily with RSRs to address pending issues
• Coordinate collections for accounts receivable
• Investigate and report on all accidents or incidents within 24 hours

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 software
• Exposure to sales function preferred
• Significant customer interface and service experience
• Experience in production planning, maintenance, or warehouse operations preferred

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 a truck without assistance
• Exposure to company office environment, loading dock, production and warehouse areas, and vehicle maintenance

License Requirements/Certifications

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