Customer Service Manager (Route & Account Management) - Greeley, CO

Job Summary

The Customer Service Manager is responsible for delivering exceptional customer experiences across Canteen's Micro Market and Vending operations. This position serves as the primary point of contact for client accounts, ensuring customer satisfaction, issue resolution, service excellence, and strong client retention. 

Key Responsibilities
Customer Relationship Management
Develop and maintain strong relationships with customers and client contacts.
Serve as the primary escalation point for customer concerns, complaints, and service requests.
Conduct regular customer visits and business reviews to assess satisfaction and identify opportunities for service improvement.
Respond promptly and professionally to customer inquiries regarding products, services, billing, and equipment issues.
Ensure all customer interactions reflect Canteen's commitment to service excellence.

Operations Support
Coordinate with route operations, market attendants, technicians, and service teams to resolve customer issues quickly and effectively.
Monitor service performance, product availability, machine functionality, and market conditions.
Track and manage service tickets, ensuring timely follow-up and resolution.
Identify recurring service problems and implement corrective action plans.
Support new account implementations, market openings, remodels, and customer transitions.

Account Retention & Growth
Maintain high levels of customer satisfaction and retention.
Identify opportunities to enhance customer experiences through product assortment, technology solutions, and service improvements.
Partner with sales and operations leaders to support account growth initiatives.
Assist with contract renewals and customer retention strategies.

Team Leadership
Lead and coach customer service representatives and support team members, as applicable.
Establish performance expectations and monitor service quality metrics.
Train team members on customer service best practices, systems, and company policies.
Foster a customer-focused culture focused on accountability, responsiveness, and continuous improvement.

Data & Reporting
Monitor customer service metrics, response times, complaint trends, and satisfaction scores.
Prepare reports for management regarding customer concerns, operational performance, and service improvements.
Utilize internal technology platforms to track customer interactions and service requests.
Analyze customer feedback and recommend solutions to improve overall service delivery.

Compliance & Safety
Ensure compliance with company policies, procedures, food safety standards, and customer requirements.
Maintain accurate customer records and documentation.
Support company initiatives related to safety, quality, and operational excellence.

Qualifications Required
High school diploma or GED required.
Bachelor's degree in Business, Hospitality, Management, or related field preferred.
Minimum of 3-5 years of customer service, account management, or operations experience.
Previous supervisory or leadership experience preferred.
Strong problem-solving and conflict resolution skills.
Excellent verbal, written, and interpersonal communication skills.
Proficiency with Microsoft Office Suite and customer relationship management systems.
Valid driver's license and ability to travel to customer locations as needed.
Perform the job functions of the Route Driver position, when needed, including driving a company vehicle over an established route to deliver products, render services, and fill and maintain vending and related equipment.