Customer Service Manager/Territory Manager (Coffee/Pantry Services) Charlotte, NC

Compass Group USA; Charlotte (NC); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Retirement plan

Paid time off

Commuter benefits

Job summary

Canteen, part of Compass Group USA, seeks a Customer Service/Territory Manager (Coffee Services & Pantry) to deliver exceptional customer experience, retain clients, and grow existing accounts in a fast-paced Office Coffee Services environment.

The ideal candidate is customer-focused, organized, data-driven, and excels at building long-term relationships. Local travel and strong communication skills are essential, with a passion for coffee and hospitality.

Qualifications

• 5+ years of experience in Customer Success, Account Management, Client Retention, Office Coffee Services, Pantry Services, Hospitality, or a related service industry.
• 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 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.
• Demonstrated ability to analyze customer data and service trends to drive retention and business growth.

Responsibilities

• Partner with the District Operations Manager to support and manage a portfolio of customer accounts.
• Conduct customer retention calls 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.
• Conduct regular business reviews with customers to discuss service performance and opportunities for improvement.
• 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, service trends, and business performance to support retention strategies.
• Utilize Excel and reporting tools to analyze performance metrics and prepare insights for leadership.

Skills

Customer Success

Account Management

Client Retention

Office Coffee Services

Pantry Services

Hospitality

Data analysis

Education

Bachelor's degree

Associate degree or equivalent

Tools

Microsoft Excel

Job description

Canteen

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

Other Forms of Compensation:Yearly Bonus Opportunity & Company 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/Territory Manager (Coffee Services & Pantry) 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 Operations Manager to manage a portfolio of customer accounts.

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 Operations Manager to support and manage a portfolio of customer accounts.
• Conduct customer retention calls 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.

Customer Retention & Service Excellence

• Conduct regular business reviews with customers to discuss service performance, customer satisfaction, and opportunities for continuous improvement.

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.

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 customer insights and performance reports for leadership.

Qualifications Preferred

• 5+ years of experience in Customer Success, Account Management, Client Retention, Office Coffee Services, Pantry Services, Hospitality, or a related service industry.
• 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.
• Demonstrated ability to analyze customer data and service trends to drive retention and business growth.

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)
• 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, 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/