Customer Service Lead: Route & Account Management

Compass Group USA; Dubuque (IA); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Medical

Vision

Life Insurance/AD

Disability Insurance

Retirement Plan

Paid Time Off

Holiday Time Off

Associate Shopping Program

Health and Wellness Programs

Discount Marketplace

Identity Theft Protection

Pet Insurance

Employee Assistance Program

Flexible Spending Accounts (FSAs)

Personal Leave

Job summary

Compass Group USA, via Canteen, seeks a Customer Service Lead (Route & Account Management) in Dubuque, IA, to oversee day-to-day operations, manage route drivers, and ensure product availability while serving as the primary contact for client inquiries. The role emphasizes driving customer satisfaction, retention, and operational performance.

The ideal candidate has strong leadership and communication skills, with experience in route management, merchandising, and at least 3 years in customer

Qualifications

• Bachelor’s degree preferred; two-year College degree or the equivalent combination of education and experience acceptable.
• Strong leadership skills with experience managing, mentoring, and developing frontline teams.
• Experience managing employee performance, including goal setting, coaching, and corrective action.
• Experience training, onboarding, and developing employees to achieve business and customer service objectives.
• Route management, retail or food & beverage management, and merchandising experience preferred.
• 3+ years of customer service experience preferred; a minimum of 2 years of related experience required.
• 3 years driving experience required.
• Valid Non-CDL Class C driver's license and good driving record.
• Ability to operate or willingness to learn material handling equipment (box truck, handcarts, etc.)
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, and PowerPoint) and route management software.
• Excellent communication skills required.
• Must be able to travel to client sites.
• Must be passionate about providing world class service to our clients and customers.
• 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 we are compliant 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)
• Perform the job functions of the Route Driver position, when needed, including driving a company vehicle over an established route to deliver products, render services, and fill and maintain vending and related equipment.

Skills

Leadership

Customer service

Coaching & development

Communication

Travel readiness

Team management

Merchandising experience

Education

Bachelor's degree preferred

Tools

Microsoft Office Suite

Route management software

Job description

Compass Group USA, via Canteen, seeks a Customer Service Lead (Route & Account Management) in Dubuque, IA, to oversee day-to-day operations, manage route drivers, and ensure product availability while serving as the primary contact for client inquiries. The role emphasizes driving customer satisfaction, retention, and operational performance.

The ideal candidate has strong leadership and communication skills, with experience in route management, merchandising, and at least 3 years in customer