Customer Service Manager (Route & Account Management) - Hayward, CA

Compass Group USA; Hayward (CA); Hybrid; USD 85,000 - 90,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance/ AD

Disability Insurance

Retirement Plan

Paid Time Off

Holiday Time Off

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, a Compass Group USA company, seeks a Customer Service Manager for Coffee Services & Pantry to lead day-to-day operations, oversee drivers, and ensure top-tier service across office coffee, pantry, and vending programs. You’ll collaborate with clients and an operations team to resolve issues, optimize product offerings, and drive customer satisfaction.

The ideal candidate will have coffee/pantry or hospitality experience, strong leadership and communication skills, and a willingness to

Qualifications

• Bachelor's degree preferred; two-year degree acceptable with experience.
• 3+ years in customer service or 2+ years in related roles.
• 3 years driving experience and valid Non-CDL Class C license required.

Responsibilities

• Daily oversight of site visits and client retention.
• Support openings and ensure compliance with standards.
• Develop and implement action plans to improve service metrics.
• Create account level sales plans and monitor profitability.
• Coordinate improvements in retention and client experience at point of sale.
• Drive merchandising standards and promotions to increase revenue.
• Evaluate performance via quarterly district reviews.
• When needed, perform Route Driver duties and operate company vehicle.

Skills

Customer service

Team leadership

Communication

Travel ability

Reliability

Education

Bachelor's degree preferred

Two-year college degree or equivalent

Tools

Microsoft Office

Route management software

Job description

Salary: $85,000 - $90,000 / year

Other Forms of Compensation: Yearly Bonus Opportunity & Co. Vehicle

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 (CSM) - Coffee Services & Pantry - is responsible for delivering exceptional customer experience while overseeing day-to-day operations for office coffee, pantry, and refreshment services. This role manages route drivers, ensures consistent product availability and service excellence, and serves as the primary point of contact for customer inquiries, escalations, and operational concerns.

The CSM works closely with drivers, clients, and the operations team to proactively resolve issues, maintain service standards, optimize product offerings, and support efficient route operations. This position plays a critical role in ensuring customer satisfaction through reliable coffee, beverage, snack, and pantry programs that enhance the workplace experience.

The ideal candidate has experience in coffee service, pantry services, vending, food and beverage operations, route management, or hospitality is highly preferred. This role is instrumental in driving customer retention, revenue growth, service excellence, and overall operational performance.

Key Responsibilities:

• Responsible for site visits and client retention
• Assist branches with grand openings
• Ensure we are compliant with local and national account standards; review corporate compliance reporting
• Ensure action plans are developed and implemented to improve SSS/control V-9 (food waste, o/s, etc.)
• Develop an account level incremental sales plan with local management; track performance and increase profitability (Owners Business Plan)
• Coordinate efforts to improve customer retention and client experience at the point of sale
• Build retail pricing opportunities and encourage repeat sales (Best Practices), and introduce new products to increase revenue
• Drive compliance to merchandising standards
• Assess performance by location through audit reports (Quarterly District Evaluations)
• When needed, perform the job functions of the Route Driver position, including driving a company vehicle over an established route to deliver products, render services by stocking and maintaining vending and related equipment

Preferred Qualifications:

• A bachelor’s degree is preferred; two-year College degree or the equivalent combination of education and experience is acceptable
• Proven experience in team building, coaching, and leadership, with a track record of developing talent and leading teams to successful outcomes
• Minimum of 3+ years’ experience in a customer service position, or a minimum of 2 years of related experience
• 3 years driving experience required
• Valid Non-CDL Class C driver's license (unless otherwise indicated by state) and good driving record
• Route management, retail management, food & beverage management and merchandising experience preferred
• Ability to operate or willingness to learn material handling equipment (box truck, handcarts, etc.)
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, and PowerPoint) and route management software
• Excellent communication skills required
• Must be able to travel to client sites
• Must be passionate about providing world class service to our clients and customers
• Must be able to lift 50 lbs. on a consistent basis

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.

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

Leticia Pinon