Route & Account Service Manager — Growth & Retention Lead

Compass Group USA; Katy (TX); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Yearly bonus opportunity

Healthcare benefits

Paid time off

Job summary

The Canteen team within Compass Group USA in Katy, TX seeks a Customer Service Manager (CSM) to deliver exceptional customer experience while overseeing day-to-day operations. You will manage route drivers, ensure product availability, and serve as the primary contact for inquiries and concerns.

The role partners with drivers, clients, and the operations team to proactively resolve issues, maintain service standards, and support efficient operations.

Qualifications

• Bachelor’s degree preferred; two-year college degree or equivalent combination acceptable
• Strong leadership skills; experience mentoring and developing frontline teams
• Experience managing employee performance including coaching and corrective action
• Experience training, onboarding, and developing employees for business and customer service objectives
• Route management, retail or food & beverage management, merchandising experience preferred
• 3+ years of customer service experience preferred; at least 2 years of related experience
• 3 years driving experience required
• Valid Non-CDL Class C driver's license with good driving record
• Proficiency in Microsoft Office Suite and route management software
• Excellent communication skills
• Must be able to travel to client sites
• Must be passionate about world class service
• Must be able to lift 50 lbs consistently

Responsibilities

• Site visits and client retention
• Assist branches with grand openings
• Ensure compliance with local and national account standards; review corporate compliance reporting
• Develop and implement action plans to improve SSS/control V-9 (food waste, o/s, etc.)
• Develop an account-level incremental sales plan with local management; track performance and profitability
• Coordinate efforts to improve customer retention and client experience at the point of sale
• Build retail pricing opportunities and encourage repeat sales and introduce new products to increase revenue
• Drive compliance to merchandising standards
• Assess performance by location through audit reports (Quarterly District Evaluations)
• Perform Route Driver duties when needed, including driving a company vehicle on route

Skills

Leadership

Route management

Customer service

Driving

Microsoft Office

Communication

Travel

Lifting 50 lbs

Education

Bachelor’s degree preferred

Tools

Route management software

Job description

The Canteen team within Compass Group USA in Katy, TX seeks a Customer Service Manager (CSM) to deliver exceptional customer experience while overseeing day-to-day operations. You will manage route drivers, ensure product availability, and serve as the primary contact for inquiries and concerns.

The role partners with drivers, clients, and the operations team to proactively resolve issues, maintain service standards, and support efficient operations.