Customer Service Manager (Route & Account Management) - Dallas, TX

Job Summary

The Customer Service Manager (CSM) is responsible for delivering exceptional customer service while managing client accounts and supporting route operations. This role oversees route drivers, conducts customer site visits, resolves service issues, and helps drive customer satisfaction, retention, and account growth.

Key Responsibilities

• Responsible for site visits and client retention. • Assist branches with grand openings. • Ensure compliance with local and national account standards; review corporate compliance reporting. • Ensure action plans are developed and implemented to improve SSS/control V-9 (food waste, o/s, etc.). • Develop an account level incremental sales plan with local management; track performance and increase profitability (Owners Business Plan). • Coordinate efforts to improve customer retention and client experience at the point of sale. • Build retail pricing opportunities and encourage repeat sales (Best Practices), and introduce new products to increase revenue. • Drive compliance to merchandising standards. • Assess performance by location through audit reports (Quarterly District Evaluations). • When needed, perform the job functions of the Route Driver position, including driving a company vehicle over an established route to deliver products, render services by stocking and maintaining vending and related equipment.

Key Qualifications & Attributes

• Demonstrated customer service experience is essential, with a genuine passion for delivering exceptional support and building strong client relationships. • Proven experience managing teams of approximately 5–10 associates is highly desirable. • Experience overseeing 20–50 client accounts is a strong plus. • Ability to effectively manage daily responsibilities while remaining flexible and adaptable in a fast-paced environment with changing priorities. • A natural inclination to be “of service” to others, with a positive, solutions-oriented mindset. • Strong communication skills, with the ability to articulate ideas clearly and professionally. • Demonstrated success working collaboratively in a team environment. • Solid working knowledge of Microsoft Office programs (Outlook, Word, Excel).

Education & Experience

• A bachelor’s degree is preferred; a two-year degree or an equivalent combination of education and experience will be considered. • 3–4 years of customer service experience preferred, or a minimum of 2 years of related experience. • Route management, retail, merchandising, and/or food & beverage experience are strongly preferred.

Additional Requirements

• Valid Non-CDL Class C driver’s license (unless otherwise required by state) with a good driving record. • Minimum of 3 years of driving experience required. • Ability to operate or learn material handling equipment (e.g., box trucks, handcarts), particularly in the absence of a delivery driver. • Must be able to travel to client sites as needed. • Must be able to lift to 50 lbs. on a consistent basis. • Demonstrated commitment to delivering world-class service to clients and customers.