Customer Service Manager

Job Overview

The Customer Service Manager is responsible for an assigned service territory with direct supervision of route representatives. Responsibilities include promoting a safety culture, evaluating and developing route sales representatives, managing customer service programs, and ensuring customer satisfaction.

Responsibilities/Essential Functions

• Promote and sustain a safety culture
• Effectively evaluate, coach, and develop Route Sales Representatives (RSRs) in your territory
• Reports directly to a Service Manager or Sr. Territory Manager, depending on the presence of these roles
• Create a pervasive sales culture that fosters team selling via Together-In-Growth (TIG) and Shared Lead programs
• Affiliate in new account installations as directed by Service Manager and/or General Manager
• Manage day-to-day activities of customer service programs for the territory
• Visit all required customers each quarter to review growth and service opportunities
• Set clear expectations for customer service and lead by example
• 60% of time is spent traveling with service professionals, on route conducting observations and visiting customer locations (required visits, TIG days, and/or day-to-day situation follow up)
• Proactively follow up on accounts in jeopardy and resolve service concerns expeditiously
• Negotiate and secure renewal agreements with existing customers that protect pricing and profitability
• Recruit, select, and hire Route Sales employees
• Complete in-person meetings with each RSR once per week to review trends, performance, coach, and identify opportunities for improvement
• Delivers and participates in training to ensure customer retention and service goals are met
• Daily contact (via remote means) with RSRs to address any pending items/situations to ensure timely resolution
• Attend meetings and complete necessary administrative work to improve customer satisfaction
• Cover collections for accounts receivable
• Investigate and report on all accidents or incidents, within 24 hours of notification

Knowledge/Skills/Abilities

• Demonstrated ability to successfully interface with a variety of organizational functions to get the job done
• Strong interpersonal, analytical, communication, and customer service skills
• Considerable negotiation skills
• Computer proficiency, including working knowledge of MS Office software
• Exposure to sales function preferred
• Considerable skills in management, human relations, and communication

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 will be driving your own vehicle or company step-van to call on customers and supervise employees in the assigned service territory
• Exposed to weather conditions in the area (heat, wind, cold, rain, snow, etc.)
• Customer visitations may require walking, climbing stairs, pushing/pulling carts, exposure to weather conditions
• Must be able to frequently lift and maneuver up to 50 pounds and occasionally up to 100 pounds, as well as load/unload product from a truck without assistance
• Time will also be spent in a company office environment; with exposure at the loading dock, production and warehouse areas, exposure to vehicles for loading/unloading, and exposure to vehicle maintenance

Licenses/Requirements

• A valid driver’s license is required
• Automobile insurance on personal vehicle
• Must be DOT-certified