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, and service.

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

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

Experience/Qualifications

• High school diploma or equivalent; Bachelor’s degree preferred
• Two years of service and route-based industry experience
• Proven track record for growing customer accounts
• Previous profit and loss accountability 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
• Exposed to weather conditions (heat, wind, cold, rain, snow)
• Walking, climbing stairs, pushing/pulling carts required
• Lift and maneuver up to 50 pounds frequently, up to 100 pounds occasionally
• Exposure to loading/unloading products from trucks
• Exposure to vehicles for loading/unloading and vehicle maintenance

License Requirements/Certifications

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