CUSTOMER SERVICE MANAGER (COFFEE SERVICES)

About the role

The Customer Service Manager for Coffee Services 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 oversee a portfolio of customer accounts while leading a team of Route Drivers. The ideal candidate is customer-focused, highly organized, data-driven, and passionate about building long-term client relationships.

Responsibilities

Customer Relationship Management

• Partner with the District Operations Manager to manage and support approximately customer accounts.
• Conduct regular customer retention calls and account review meetings.
• Visit customer sites to strengthen relationships, address concerns, and identify opportunities for service improvement.
• Resolve escalated customer issues quickly and professionally.
• Ensure high levels of customer satisfaction and account retention.

Account Growth & Business Development

• Drive same-store sales growth through proactive customer engagement and product recommendations.
• Identify opportunities to expand services and increase revenue within existing accounts.
• Monitor customer activity and trends to support retention and growth strategies.

Team Leadership

• Provide day-to-day leadership and support to a team of route drivers.
• Foster a customer-first culture focused on service excellence.
• Support employee development, coaching, and performance management.
• Collaborate with team members to ensure efficient service delivery and customer satisfaction.

Reporting & Analysis

• Utilize Excel and reporting tools to analyze customer, operational, and sales performance metrics.
• Review reports regularly to identify trends, opportunities, and areas for improvement.
• Prepare and present business updates, customer insights, and performance results to leadership.

Communication & Presentation

• Deliver professional presentations to customers, team members, and leadership.
• Represent the company in customer meetings, service reviews, and business discussions.
• Communicate effectively across departments to resolve issues and improve customer outcomes.

Qualifications

• 3+ years of customer service, account management, customer success, or client retention experience.
• A bachelor’s degree is preferred; a two-year degree or an equivalent combination of education and experience will be considered.
• Strong relationship-building and customer-facing skills.
• Experience handling customer concerns and driving retention efforts.
• Intermediate to advanced Microsoft Excel skills.
• Excellent verbal and written communication skills.
• Strong presentation and public speaking abilities.
• Valid driver's license and ability to travel locally to customer locations.
• Preferred: Office coffee and client focus individual with passion for coffee.

Benefits

Full-time and part-time positions offer the following benefits to associates:

• Retirement Plan
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Voluntary Benefits, including Critical Illness Insurance, Accident Insurance, Hospital Indemnity Insurance, Legal Services, and Choice Auto and Home Program

Full-time positions also offer the following benefits to associates:

• Medical, Dental, Vision
• Life Insurance/AD
• Disability Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. Internal Employee Referral Bonus Available.

Pay

[[cust_StartingPayRate]] per hour to [[cust_MaxPayRate]] per hour.