CUSTOMER SERVICE MANAGER (ROUTE & ACCOUNT MANAGEMENT

Compass Group USA; Jackson Field (CO); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance/ AD

Disability Insurance

Retirement Plan

Paid Time Off

Paid Parental Leave

Commuter Benefits

Job summary

Canteen, a division of Compass Group USA, is seeking a Customer Service Manager to lead route and account management with a focus on delivering exceptional service across Micro Market and Vending operations.

As the primary contact for client accounts, you will drive customer satisfaction, issue resolution, and retention. The role involves coordinating with operations teams, managing service tickets, and upholding service excellence standards.

Qualifications

• Minimum of 3-5 years of customer service, account management, or operations experience.
• Bachelor's degree in Business, Hospitality, Management, or related field preferred.

Responsibilities

• Deliver exceptional customer experiences across Canteen's Micro Market and Vending operations.
• Serve as the primary point of contact for client accounts and ensure customer satisfaction and retention.
• Coordinate with route operations, market attendants, technicians, and service teams to resolve issues quickly.

Skills

Customer service

Account management

Operations experience

Problem-solving

Education

High school diploma or GED

Bachelor's degree in Business, Hospitality, Management, or related field

Tools

Microsoft Office Suite

CRM systems

Job description

Position Title: CUSTOMER SERVICE MANAGER | ROUTE & ACCOUNT MANAGEMENT

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

Schedule: Available on call for employees Monday - Friday, 5:00am - 3:00pm

Other Forms of Compensation: none

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.

Canteen is a member of Compass Group USA

Job Summary

The Customer Service Manager is responsible for delivering exceptional customer experiences across Canteen's Micro Market and Vending operations. This position serves as the primary point of contact for client accounts, ensuring customer satisfaction, issue resolution, service excellence, and strong client retention.

Key Responsibilities

• Customer Relationship Management
• Develop and maintain strong relationships with customers and client contacts.
• Serve as the primary escalation point for customer concerns, complaints, and service requests.
• Conduct regular customer visits and business reviews to assess satisfaction and identify opportunities for service improvement.
• Respond promptly and professionally to customer inquiries regarding products, services, billing, and equipment issues.
• Ensure all customer interactions reflect Canteen's commitment to service excellence.

Operations Support

• Coordinate with route operations, market attendants, technicians, and service teams to resolve customer issues quickly and effectively.
• Monitor service performance, product availability, machine functionality, and market conditions.
• Track and manage service tickets, ensuring timely follow-up and resolution.
• Identify recurring service problems and implement corrective action plans.
• Support new account implementations, market openings, remodels, and customer transitions.

Account Retention & Growth

• Maintain high levels of customer satisfaction and retention.
• Identify opportunities to enhance customer experiences through product assortment, technology solutions, and service improvements.
• Partner with sales and operations leaders to support account growth initiatives.
• Assist with contract renewals and customer retention strategies.

Team Leadership

• Lead and coach customer service representatives and support team members, as applicable.
• Establish performance expectations and monitor service quality metrics.
• Train team members on customer service best practices, systems, and company policies.
• Foster a customer-focused culture focused on accountability, responsiveness, and continuous improvement.

Data & Reporting

• Monitor customer service metrics, response times, complaint trends, and satisfaction scores.
• Prepare reports for management regarding customer concerns, operational performance, and service improvements.
• Utilize internal technology platforms to track customer interactions and service requests.
• Analyze customer feedback and recommend solutions to improve overall service delivery.

Compliance & Safety

• Ensure compliance with company policies, procedures, food safety standards, and customer requirements.
• Maintain accurate customer records and documentation.
• Support company initiatives related to safety, quality, and operational excellence.

Qualifications Required

• High school diploma or GED required.
• Bachelor's degree in Business, Hospitality, Management, or related field preferred.
• Minimum of 3-5 years of customer service, account management, or operations experience.
• Previous supervisory or leadership experience preferred.
• Strong problem-solving and conflict resolution skills.
• Excellent verbal, written, and interpersonal communication skills.
• Proficiency with Microsoft Office Suite and customer relationship management systems.
• Valid driver's license and ability to travel to customer locations as needed.
• 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.

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
• 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

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/

Canteen

Brandy Wilson