Customer Service Manager II - Las Vegas, NV

About CBC Specialty Beverage

CBC Specialty Beverage is a leading national distributor of premium coffee, espresso, and tea solutions for the foodservice industry. With more than 35 years of success, CBC has built a reputation for quality, service, and innovation. As we continue to grow, we are seeking a customer-focused professional to support our clients and help deliver an exceptional customer experience.

Position Summary

The Customer Account Specialist serves as the primary point of contact for assigned customer accounts, ensuring a seamless customer experience through proactive communication, issue resolution, and account support. This role partners closely with internal teams across Sales, Operations, Service, and Finance to ensure customer needs are met while supporting account retention and long-term growth.

The ideal candidate is organized, detail-oriented, and service-driven, with the ability to manage multiple priorities while building strong customer relationships.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for assigned customer accounts.
• Build and maintain positive customer relationships through proactive communication and responsive service.
• Address customer inquiries, concerns, and requests in a timely and professional manner.
• Support customer retention by delivering a high-quality service experience.

Account Coordination & Support

• Manage account maintenance activities, including customer records, account updates, and documentation.
• Coordinate customer requests with internal departments, including Sales, Operations, Service, and Finance.
• Facilitate scheduling for training, tastings, installations, and service-related activities.
• Assist customers with product inquiries, order status updates, and service requests.

Operational & Administrative Support

• Monitor account activity and ensure accurate and timely follow-up on customer needs.
• Support invoice, statement, payment, and back-order communications.
• Maintain accurate customer information within CRM and business systems.
• Assist with reporting, documentation, and special projects as assigned.

Customer Experience & Problem Resolution

• Proactively identify and resolve customer issues to ensure satisfaction.
• Partner with internal teams to address service challenges and improve response times.
• Recommend solutions that align with customer needs and company capabilities.
• Support continuous improvement efforts focused on enhancing the customer experience.

Preferred Qualifications

• Associate's or Bachelor's degree preferred; equivalent experience considered.
• Two or more years of experience in customer service, account management, customer success, hospitality, foodservice, beverage, or a related industry.
• Strong customer relationship management and communication skills.
• Experience using CRM, ERP, or order management systems preferred.
• Excellent organizational and time-management abilities.
• Strong attention to detail and follow-through.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office Suite, including Outlook, Excel, Word, and PowerPoint.