Customer Service Manager (Office Coffee Services) Grand Rapids, MI

Canteen North America

Grand Rapids (MI)

On-site

USD 65,000 - 75,000

Full time

14 days+

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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 North America is seeking a Customer Service Manager for Office Coffee Services in Grand Rapids, MI. You will deliver exceptional customer experience, drive client retention, and support growth across a portfolio of about 1,200 accounts.

You will lead a team including 4 Route Drivers and 1 Warehouse Associate, partner with the District Manager, and use data to guide service improvements and revenue opportunities. Strong Excel and communication skills are required.

Qualifications

3+ years of customer service, account management, customer success, or client retention experience.
Strong relationship-building and customer-facing skills.
Experience handling customer concerns and driving retention efforts.
Intermediate to advanced Microsoft Excel skills.
Excellent verbal and written communication skills.
Strong presentation and public speaking abilities.
Valid driver's license and ability to travel locally to customer locations.

Responsibilities

Partner with the District Manager to manage and support approximately 1,200 customer accounts.
Conduct regular customer retention calls and account review meetings.
Visit customer sites to strengthen relationships, address concerns, and identify opportunities for service improvement.
Resolve escalated customer issues quickly and professionally.
Ensure 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 trends to support retention and growth strategies.
Provide day-to-day leadership and support to a team of 4 Route Drivers and 1 Warehouse Associate.
Foster a customer-first culture focused on service excellence.
Support employee development, coaching, and performance management.
Collaborate with team members to ensure efficient service delivery and customer satisfaction.
Utilize Excel and reporting tools to analyze customer, operational, and sales performance metrics.
Review reports regularly to identify trends, opportunities, and areas for improvement.
Prepare and present business updates, customer insights, and performance results to leadership.
Deliver professional presentations to customers, team members, and leadership.
Represent the company in customer meetings, service reviews, and business discussions.
Communicate effectively across departments to resolve issues and improve customer outcomes.

Skills

Customer service

Account management

Public speaking

Microsoft Excel

Verbal and written communication

Tools

Microsoft Excel

Job description

Canteen

Salary: $65,000 - $75,000 / year

Other Forms of Compensation: Yearly Bonus Opportunity & Company Car

Growth. Opportunity. Excellence.

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 for Office 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 oversee a portfolio of approximately 1,200 customer accounts while leading a team of Route Drivers and Warehouse personnel.

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 manage and support approximately 1,200 customer accounts.
Conduct regular customer retention calls and account review meetings.
Visit customer sites to strengthen relationships, address concerns, and identify opportunities for service improvement.
Resolve escalated customer issues quickly and professionally.
Ensure 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 and increase revenue within existing accounts.
Monitor customer activity and trends to support retention and growth strategies.

Team Leadership

Provide day-to-day leadership and support to a team of 4 Route Drivers and 1 Warehouse Associate.
Foster a customer-first culture focused on service excellence.
Support employee development, coaching, and performance management.
Collaborate with team members to ensure efficient service delivery and customer satisfaction.

Reporting & Analysis

Utilize Excel and reporting tools to analyze customer, operational, and sales performance metrics.
Review reports regularly to identify trends, opportunities, and areas for improvement.
Prepare and present business updates, customer insights, and performance results to leadership.

Communication & Presentation

Deliver professional presentations to customers, team members, and leadership.
Represent the company in customer meetings, service reviews, and business discussions.
Communicate effectively across departments to resolve issues and improve customer outcomes.

Qualifications:

3+ years of customer service, account management, customer success, or client retention experience.
Strong relationship-building and customer-facing skills.
Experience handling customer concerns and driving retention efforts.
Intermediate to advanced Microsoft Excel skills.
Excellent verbal and written communication skills.
Strong presentation and public speaking abilities.
Valid driver's license and ability to travel locally to customer locations.

Preferred:

Experience in Office Coffee Services, Food & Beverage Distribution, Route-Based Services, Vending, Hospitality, or a related industry.
Previous leadership or supervisory experience.
Experience managing high-volume customer portfolios.
Proven success growing existing customer accounts through relationship management.

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.