Customer Experience & Field Operations Manager

Canteen North America; New York (NY); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance/ AD

Disability Insurance

Retirement Plan

Paid Time Off

Holiday Time Off (varies by site/state

Associate Shopping Program

Health and Wellness Programs

Discount Marketplace

Identity Theft Protection

Pet Insurance

Commuter Benefits

Employee Assistance Program

Flexible Spending Accounts (FSAs)

Paid Parental Leave

Personal Leave

Job summary

Canteen in New York is seeking a Customer Service Manager to oversee day-to-day operations, manage route drivers, scheduling, and ensure product availability while handling client inquiries.

You will collaborate with drivers, clients, and the operations team to resolve issues, maintain service standards, and drive customer satisfaction and retention. The role requires leadership, strong organization, and the ability to manage multiple priorities with a focus on world-class service.

Qualifications

• Bachelor’s degree preferred; two-year college degree or equivalent acceptable.
• Strong leadership with experience mentoring frontline teams.
• Experience managing employee performance, including goal setting and coaching.
• Experience training, onboarding, and developing employees to achieve objectives.
• Route management, retail or food & beverage management, and merchandising experience preferred.
• 3+ years of customer service experience preferred; minimum of 2 years related experience.
• 3 years driving experience required; valid Non-CDL Class C license and good driving record.
• Proficiency in Microsoft Office Suite and route management software.
• Excellent communication skills and the ability to travel to client sites.
• Must be able to lift 50 lbs on a consistent basis.

Responsibilities

• Responsible for site visits and client retention.
• Assist branches with grand openings.
• Ensure compliance with local and national account standards; review reporting.
• Develop and implement action plans to improve key metrics and profitability.
• Coordinate efforts to improve customer retention and client experience at the point of sale.
• Build retail pricing opportunities and introduce new products to increase revenue.
• Drive compliance to merchandising standards.
• Assess performance by location through audit reports.
• Perform the job functions of the Route Driver when needed, including delivering products.

Skills

Leadership

Performance management

Training & onboarding

Communication skills

Travel readiness

Lifting 50 lbs

Microsoft Office

Route management software

Education

Bachelor's degree preferred or equivalent

Tools

Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)

Route management software

Job description

Canteen in New York is seeking a Customer Service Manager to oversee day-to-day operations, manage route drivers, scheduling, and ensure product availability while handling client inquiries.

You will collaborate with drivers, clients, and the operations team to resolve issues, maintain service standards, and drive customer satisfaction and retention. The role requires leadership, strong organization, and the ability to manage multiple priorities with a focus on world-class service.