Customer Service Manager

Colonial Group; Meridian (ID); On-site; USD 60,000 - 90,000; Full time

Job summary

Colonial Group is seeking a Customer Service Manager in Meridian, Idaho to lead a territory, supervise Route Sales Representatives, and drive customer retention and service quality. The role requires promoting safety, coaching staff, and meeting renewal targets while coordinating with the Service Manager or General Manager.

The position emphasizes a strong customer service focus, travel to customer sites, and teamwork to expand the business through TIG and Shared Lead programs, with

Qualifications

• High school diploma or equivalent; Bachelor’s degree in related field preferred or equivalent experience.
• Two years of service and route-based industry experience, with proven track record for growing customer accounts.
• Previous profit and loss accountability and/or contract-managed service experience preferred.

Responsibilities

• Promote and sustain a safety culture
• Evaluate, coach, and develop Route Sales Representatives in your territory
• Report to Service Manager or Sr. Territory Manager; if neither, report to General Manager
• Create a pervasive sales culture through TIG and Shared Lead programs
• Assist in new account installations as directed
• Manage day-to-day activities of customer service programs for the territory
• Visit required customers quarterly to review growth and service opportunities
• Ensure RSRs respond to and resolve all service requests promptly
• Set clear expectations for customer service and lead by example
• Spend 60% of time traveling with service professionals conducting observations
• Follow up on accounts in jeopardy and resolve service concerns
• Recruit, select and hire Route Sales employees
• Conduct weekly in-person meetings with each RSR to review trends and coach
• Deliver and participate in training to ensure customer retention
• Maintain daily contact with RSRs to address pending items
• Attend meetings and complete administrative work to improve customer satisfaction
• Coordinate collections for accounts receivable
• Protect and manage merchandise controls
• Investigate and report accidents within 24 hours

Skills

Coaching

Negotiation

Customer service

Communication

Team leadership

Safety culture

Education

High school diploma

Bachelor's degree preferred

Tools

MS Office

Job description

Job Overview

The Customer Service Manager has responsibility of an assigned service territory with direct supervision of route representatives. Responsible for Territory service safety and results, including but not limited to, customer retention, growth of the business, loss and ruin, piece budget, employee retention, accounts receivable (AR) collection, customer renewals, Vestis direct sales, customer satisfaction, route sales and credits.

Responsibilities/Essential Functions

• Promote and sustain a safety culture
• Effectively evaluate, coach, and develop Route Sales Representatives (RSRs) in your territory
• Reports directly to a Service Manager or where a Sr. Territory Manager is present, will report to the Sr. Territory Manager. If neither are present, will report to the General Manager
• Create a pervasive sales culture that fosters team selling via Together-In-Growth (TIG) and Shared Lead programs
• Assist in the new account installations as directed by Service Manager and/or General Manager
• Manages day to day activities of customer service program(s) for the territory
• Visit all required customers each quarter to review growth and service opportunities
• Ensure RSRs respond to and resolve all service requests timely
• Sets clear expectations for customer service and leads by example
• 60% of time is spent traveling with service professionals, on route conducting observations and visiting customer locations (required visits, TIG days and/or day to day situation follow up)
• Proactively follow up on accounts in jeopardy and resolve service concerns expeditiously
• Negotiate and secure renewal agreements with existing customers that protect pricing and profitability
• Recruit, select and hire Route Sales employees
• Completes in-person meetings with each RSR once per week to review trends, performance, coach and identify opportunities for improvement.
• Delivers and participates in training to ensure customer retention and service goals are met
• Daily contact (via remote means) with RSRs to address any pending items/situations to ensure timely resolution.
• Attend meetings and complete necessary administrative work to improve customer satisfaction
• Coordinate collections for accounts receivable
• Protect and manage merchandise control processes
• Investigates and reports on all accidents or incidents, within 24 hours of notification

Knowledge/Skills/Abilities

• Demonstrated ability to successfully interface with a variety of organizational functions to get the job done.
• Strong interpersonal, analytical, communication, and customer service skills.
• Considerable negotiation skills.
• Computer proficiency, including working knowledge of MS Office software.
• Exposure to sales function preferred.
• Considerable skills in management, human relations, and communication.

Experience/Qualifications

• High school diploma or equivalent; Bachelor’s degree in related field preferred or equivalent experience.
• Two years of service and route-based industry experience, with proven track record for growing customer accounts
• Previous profit and loss accountability and/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 will be driving your own vehicle or company step-van to call on customers and supervise employees in the assigned service territory. Will be exposed to weather conditions in the area (heat, wind, cold, rain, snow, etc.).
• Customer visitations may require walking, climbing stairs, pushing/pulling carts, exposure to weather conditions.
• Must be able to frequently lift and maneuver up to 50 pounds and occasionally up to 100 pounds, as well as load/unload product from a truck without assistance.
• Time will also be spent in a company office environment; with exposure at the loading dock, production and warehouse areas, exposure to vehicles for loading/unloading, and exposure to vehicle maintenance.

License Requirements/Certifications

• A valid driver’s license is required
• Automobile insurance on personal vehicle
• Must be DOT-certified