Customer Service and Routing Manager

Job Overview

Competitive pay and benefits, including Day 1 Health & Wellness Benefits, Employee Stock Purchase Plan, 401K Employer Matching, Education Assistance, Paid Time Off, and more.

Growth opportunities performing essential work to support America’s food distribution system.

Safe and inclusive working environment, including a culture of rewards, recognition, and respect.

The Customer Service & Routing Manager leads both the Customer Service and Routing teams, ensuring seamless coordination between sales, warehouse, and transportation. This role is responsible for optimizing delivery routes, maintaining service standards, and managing the team that supports order entry, issue resolution, and daily routing execution. The manager is expected to use data‑driven decision making, cross‑department collaboration, and consistent communication to improve efficiency, enhance customer satisfaction, and support business growth.

• Direct and develop Customer Service and Routing staff, providing coaching, training, and performance feedback.
• Create a positive, accountable culture that emphasizes accuracy, communication, and ownership.
• Maintain clear alignment with Transportation, Warehouse, and Sales teams to ensure shared goals and smooth daily operations.
• Manage scheduling, workload balance, and succession planning within both teams.

• Ensure timely, accurate processing of customer orders, credits, and delivery adjustments.
• Lead customer issue resolution and escalation processes, ensuring root causes are addressed.
• Monitor call/email metrics and identify opportunities to improve service responsiveness.
• Oversee communication of route or delivery changes to customers in partnership with Sales and Transportation.

• Oversee creation, maintenance, and optimization of daily delivery routes using routing software (Roadnet, Omni Tracs, or equivalent).
• Validate route accuracy, cube utilization, and compliance with DOT and company policies.
• Develop and maintain route standards, delivery windows, and service frequency by customer and territory.
• Collaborate with warehouse leadership to balance workload by day and improve outbound efficiency.
• Partner with analytics teams to identify trends in cube, weight, and stop count to support long‑term route planning.

• Use Excel and routing data to track KPIs (on‑time performance, route length, delivery cube, customer credits).
• Lead continuous improvement initiatives that reduce costs and enhance service consistency.
• Support onboarding of new customers and depots by building delivery schedules and route models.
• Collaborate on forecasting projects that tie sales, cube, and customer order patterns to routing capacity.

• Act as the liaison between Customer Service, Routing, Sales, Warehouse, and Transportation teams.
• Provide insights and reporting to leadership to support decision‑making and operational planning.
• Participate in division‑level initiatives to improve customer experience, operational efficiency, and profitability.

• Education: Bachelor’s degree in Business, Logistics, or related field (or equivalent experience).
• Experience:
  • 5+ years in customer service, routing, or transportation operations.
  • 3+ years of management or supervisory experience.
  • Strong understanding of route optimization, customer order flow, and logistics systems.
• Technical
  
  Skills:
  
  
  • Proficiency with Microsoft Excel and routing systems (Roadnet, AS400, Omni Tracs).
  • Strong analytical and data interpretation skills.
  • Familiarity with KPI tracking, scorecards, and performance dashboards.
• Soft Skills:
  • Excellent communication and leadership abilities.
  • Strong problem‑solving, organization, and decision‑making skills.
  • Ability to work effectively across departments and adapt to changing business needs.

• Ability to sit or stand for extended periods while reviewing routes or communicating with team members.
• Frequent use of computer, phone, and routing software.

Core‑Mark continues to grow as the industry leader in fresh and broadline solutions for the convenience retail industry. With a reputation for empowering customers, employees, and communities, Core‑Mark has become the largest, most comprehensive marketer of consumer goods in North America — offering a full range of products, programs, and solutions to convenience operators across the U.S. and Canada.

Performance Food Group provides equal employment opportunity to all applicants and employees, regardless of race, color, national origin, sex, marital status, pregnancy, sexual orientation, gender identity, religion, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local, state and federal laws and regulations.