Customer Service Manager (Coffee Services) - Manor, TX

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.