Customer Service Manager (Coffee Services) Cedar Rapids, IA

Compass Group USA; Cedar Rapids (IA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical

Vision

Life Insurance/AD

Disability Insurance

Retirement Plan

Paid Time Off

Holiday Time Off

Job summary

Canteen, a member of Compass Group USA, is hiring a Customer Service Manager (Coffee Services) in Cedar Rapids, IA. The role focuses on delivering exceptional customer experience, retaining clients, and growing existing accounts within a fast-paced Office Coffee Services setting.

The candidate will partner with the District Manager to lead a team of Route Drivers. The ideal candidate has 3+ years in customer service/account management, strong Excel and communication skills, and the ability to

Qualifications

• 3+ years of experience in Customer Service, Customer Success, Account Management, Client Retention, or a related role.

Responsibilities

• Support and manage a portfolio of customer accounts with the District Manager.
• Conduct customer retention calls, business reviews, and service follow-up meetings.
• Visit customer locations to strengthen relationships and address concerns.
• Resolve escalated customer issues professionally and promptly.
• Maintain high levels of customer satisfaction and account retention.
• Drive same-store sales growth through proactive customer engagement and product recommendations.
• Monitor customer activity and performance to support retention and growth strategies.
• Provide day-to-day leadership and coaching to a team of Route Drivers.
• Present business updates and customer insights to leadership.

Skills

Customer Service

Account Management

Excel

Communication

Presentation

Driver's license

Education

Bachelor's degree preferred

Job description

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Customer Service Manager (Coffee Services) Cedar Rapids, IA

Other Forms of Compensation:Yearly Bonus Opportunity & Company Vehicle

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.

Our people are at the heart of everything we do. Their dedication, collaboration, and passion fuel our growth. Interested in joining our team? You bring the enthusiasm, customer service, and commitment; we’ll supply the opportunity and innovation. Together, we’ll continue to transform our industry.

Come grow with us. We are Canteen.

Job Summary

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.

Key Responsibilities

Customer Relationship Management

• 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.

Account Growth & Business Development

• 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.

Team Leadership

• 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.

Reporting & Business Analysis

• 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.

Communication & Client Engagement

• 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.

Qualifications

• 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.

Preferred Qualifications

• 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.

Associates at Canteen are offered many fantastic benefits.

• Medical
• 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
• 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.

Nearest Major Market: Cedar Rapids
Job Segment: Relationship Manager, Service Manager, Food Service, Culinary, Customer Service, Hospitality