Customer Service Manager (Coffee Services) Cedar Rapids, IA
Canteen North America
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Benefits offered by this job
Job summary
Canteen is seeking a Customer Service Manager (Coffee Services) to deliver exceptional customer experiences, drive client retention, and grow existing accounts within a fast-paced Office Coffee Services environment. You will partner with the District Manager to manage 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.
Qualifications
- 3+ years in Customer Service, Customer Success, Account Management, Client Retention, or related management.
- Bachelor's degree preferred; Associate degree or equivalent combination considered.
- Proven ability to build strong customer relationships and drive retention.
- Experience resolving customer concerns and managing service-related issues.
- Intermediate to advanced Microsoft Excel skills.
- Strong verbal, written, presentation, and communication skills.
Responsibilities
- Partner with the District Manager to support and manage a portfolio of customer accounts.
- Conduct customer retention calls, business reviews, and service follow-up meetings.
- Visit customer locations to strengthen relationships, address concerns, and identify opportunities for service improvement.
- Resolve escalated customer issues professionally and in a timely manner.
- Maintain high levels of customer satisfaction and account retention.
- 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 service trends to support retention and growth strategies.
- Provide day-to-day leadership, coaching, and support to a team of Route Drivers.
- Collaborate with operations and support teams to ensure efficient service delivery.
- Prepare and present business updates, customer insights, and performance reports to leadership.
Skills
Education
Tools
Job description
Canteen
Canteen brings break time to everyone. We combine food, service, and experience backed by industry-leading technology to help companies create a better workplace and connect their employees. Canteen’s solutions include markets, office coffee and snacks, unattended retail, and culinary.
Yearly Bonus Opportunity & Company Vehicle
The Customer Service Manager (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 Manager to manage 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.
- Partner with the District Manager to support and manage a portfolio of customer accounts.
- Conduct customer retention calls, business reviews, and service follow-up meetings.
- Visit customer locations to strengthen relationships, address concerns, and identify opportunities for service improvement.
- Resolve escalated customer issues professionally and in a timely manner.
- Maintain high levels of customer satisfaction and account retention.
- Drive same-store sales growth through proactive customer engagement and product recommendations.
- Identify opportunities to expand services, improve customer experience, and increase revenue within existing accounts.
- Monitor customer activity, service trends, and business performance to support retention and growth strategies.
- Provide day-to-day leadership, coaching, and support to a team of Route Drivers.
- Foster a customer-first culture focused on service excellence and accountability.
- Support employee development, performance management, and continuous improvement initiatives.
- Collaborate with operations and support teams to ensure efficient service delivery.
- Utilize Excel and reporting tools to analyze customer, operational, and sales performance metrics.
- Review trends, identify opportunities, and recommend actions to improve results.
- Prepare and present business updates, customer insights, and performance reports to leadership.
- Deliver professional presentations to customers, team members, and leadership.
- Represent the company during customer meetings, service reviews, and business discussions.
- Communicate effectively across departments to resolve issues and improve customer outcomes.
- 3+ years of experience in Customer Service, Customer Success, Account Management, Client Retention, or a food or retail manager.
- Bachelor's degree preferred; Associate degree or equivalent combination of education and experience considered.
- Proven ability to build strong customer relationships and drive client retention.
- Experience in resolving customer concerns and managing service-related issues.
- Intermediate to advanced Microsoft Excel skills.
- Strong verbal, written, presentation, and communication skills.
- Valid driver's license and ability to travel locally to customer locations.
- Passion for coffee, hospitality, and delivering exceptional customer experiences.
- Experience in Food & Beverage Distribution, Route-Based Services, Vending, Hospitality, Convenience Retail, or related industries.
- Experience leading frontline service teams or route-based employees
Canteen is a member of Compass Group USA
Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.
Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act.
Applications are accepted on an ongoing basis.
Canteen maintains a drug-free workplace.
- 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)
- Personal Leave
Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.
https://www.compass-usa.com/wp-content/uploads/2023/08/2023_WageTransparency_Canteen.pdf
Certain positions may require Florida Level 2 background screening. Details: https://info.flclearinghouse.com/
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