Customer Service Manager (Coffee Services) Cedar Rapids, IA

Job Summary

The Customer Service Manager (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 manage a portfolio of customer accounts while leading a team of Route Drivers. 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 support and manage a portfolio of customer accounts.
•    Conduct customer retention calls, business reviews, 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.

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.

Team Leadership
•    Provide day-to-day leadership, coaching, and support to a team of Route Drivers.
•    Foster a customer-first culture focused on service excellence and accountability.
•    Support employee development, performance management, and continuous improvement initiatives.
•    Collaborate with operations and support teams to ensure efficient service delivery.

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 and present business updates, customer insights, and performance reports to leadership.

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

Qualifications
•    3+ years of experience in Customer Service, Customer Success, Account Management, Client Retention, or a food or retail manager. 
•    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.

Preferred Qualifications
•    Passion for coffee, hospitality, and delivering exceptional customer experiences.
•    Experience in Food & Beverage Distribution, Route-Based Services, Vending, Hospitality, Convenience Retail, or related industries.
•    Experience leading frontline service teams or route-based employees