Customer Service Lead (Route & Account Management)

Role Overview

The Customer Service Lead Manager (CSM) is responsible for delivering exceptional customer experience while overseeing day-to-day operations. This role manages route drivers, ensures consistent product availability, and serves as the primary point of contact for customer inquiries and concerns.

What You Will Do

The CSM works closely with drivers, clients, and the operations team to proactively resolve issues, maintain service standards, and support efficient operations.

Why It Might Be a Fit

The ideal candidate is customer focused, well organized, and proactive, with the ability to manage multiple priorities while building strong, positive relationships with clients.

Requirements

• A bachelor’s degree is preferred; two-year College degree or the equivalent combination of education and experience is acceptable
• Strong leadership skills with experience managing, mentoring, and developing frontline teams
• Experience managing employee performance, including goal setting, coaching, and corrective action
• Experience training, onboarding, and developing employees to achieve business and customer service objectives
• Route management, retail or food & beverage management, and merchandising experience is preferred
• 3+ years of customer service experience preferred; a minimum of 2 years of related experience required
• 3 years driving experience required
• Valid Non-CDL Class C driver’s license (unless otherwise indicated by state) and good driving record
• Ability to operate or willingness to learn material handling equipment (box truck, handcarts, etc.)
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, and PowerPoint) and route management software
• Excellent communication skills required
• Must be able to travel to client sites
• Must be passionate about providing world class service to our clients and customers
• Must be able to lift 50 lbs. on a consistent basis

Benefits

• Medical
• Dental
• Vision
• Life Insurance/ AD
• Disability Insurance
• Retirement Plan
• Paid Time Off
• Holiday Time Off (varies by site/state)
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Paid Parental Leave
• Personal Leave

Tagged as: Excel