Customer Service Manager (Office Coffee Services) Grand Rapids, MI

Job Summary:

The Customer Service Manager for Office 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 oversee a portfolio of approximately 1,200 customer accounts while leading a team of Route Drivers and Warehouse personnel.

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 manage and support approximately 1,200 customer accounts.
•    Conduct regular customer retention calls and account review meetings.
•    Visit customer sites to strengthen relationships, address concerns, and identify opportunities for service improvement.
•    Resolve escalated customer issues quickly and professionally.
•    Ensure 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 and increase revenue within existing accounts.
•    Monitor customer activity and trends to support retention and growth strategies.

Team Leadership
•    Provide day-to-day leadership and support to a team of 4 Route Drivers and 1 Warehouse Associate.
•    Foster a customer-first culture focused on service excellence.
•    Support employee development, coaching, and performance management.
•    Collaborate with team members to ensure efficient service delivery and customer satisfaction.

Reporting & Analysis
•    Utilize Excel and reporting tools to analyze customer, operational, and sales performance metrics.
•    Review reports regularly to identify trends, opportunities, and areas for improvement.
•    Prepare and present business updates, customer insights, and performance results to leadership.

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

Qualifications:
•    3+ years of customer service, account management, customer success, or client retention experience.
•    Strong relationship-building and customer-facing skills.
•    Experience handling customer concerns and driving retention efforts.
•    Intermediate to advanced Microsoft Excel skills.
•    Excellent verbal and written communication skills.
•    Strong presentation and public speaking abilities.
•    Valid driver's license and ability to travel locally to customer locations.

Preferred:
•    Experience in Office Coffee Services, Food & Beverage Distribution, Route-Based Services, Vending, Hospitality, or a related industry.
•    Previous leadership or supervisory experience.
•    Experience managing high-volume customer portfolios.
•    Proven success growing existing customer accounts through relationship management.