Customer Service Manager

Description

Customer Service Manager (CSM) ensures that the assigned team of Customer Service Representatives (CSR’s) works in accordance with company safety guidelines in a productive and efficient manner and that delivery vehicles and equipment are clean, maintained and used safely.

Responsible for overall results and customer retention in the service area by ensuring that the team of CSR’s provides excellent customer service. Work with the team to promote the company, its core values, products and services. The CSM identifies safety, customer retention and growth opportunities and shares them with the CSR’s through daily interactions of the C3 Connect Program, C3 Account Management/Visitation Program and routine route observations.

Responsible for managing and executing all service‑related training programs for the assigned team of CSR’s. The CSM may be required to hold commercial motor vehicle certifications and licenses to directly work a delivery route as needed.

• Proactively manage day‑to‑day situations arising from personal and/​or programs to meet business goals for customer satisfaction with the company’s products and services.
• Manage day‑to‑day activities of the customer service program for the assigned area. Set clear expectations for customer service and lead by example.
• Obtain targeted results from the assigned service team in safety, customer retention, A/R collection, renewals, pricing, lost/damage/image care, credits, route sales, disposable products, customer satisfaction measures and other stated financial and customer service goals.
• Complete end‑of‑day activities (route settlement, goal setting, coaching, etc.) each day.
• Complete visits with key accounts in accordance with the C3 Account Management Program goals and submit follow‑up reports and records in a timely manner.
• Complete system activities accurately and timely to ensure records are maintained.
• Assist in the installation of new customers as directed by the COM.
• Deliver and participate in training programs to ensure customer retention and service goals are met.
• Communicate weekly with direct reports to customer service programs and address customer questions and concerns promptly.
• Ensure follow‑up and timely resolution of all customer alerts and communication, working collaboratively with branch resources to resolve issues systematically.
• Ensure that customer renewals and pricing are in accordance with branch profitability objectives.

• Build and maintain relationships with the CSR team and extended service team.
• Evaluate, coach and develop CSR service and sales skills to meet goals, allocating time for skill development.
• Conduct formal yearly performance discussions (incl. quarterly and mid‑year check‑ins) with each direct report.
• Execute and complete all customer service training programs for the assigned team.
• Ensure new hire training programs are effectively utilized and implemented.
• Maintain corporate financial and service standards.
• Follow all company policies and applicable laws for recruitment and interviewing.

• Ensure all safety training and compliance programs are followed by service employees.
• Conduct daily and weekly fleet inspections, audits and reviews, filing all required reports and documentation.
• Investigate and report all accidents or incidents within 24 hours.
• Maintain all safety records and documentation in a timely manner.

• Assist branch, zone, CRC staff and management with project activities to achieve operational and financial objectives.
• Demonstrate and develop competencies aligned with the role.
• Uphold and adhere to company values of integrity, respect, responsibility and trust.

• Support and manage customer service retention and service efforts of all CSR’s in the assigned service area.
• Collaborate with Customer Operations Manager and General Manager/Branch Manager for personnel action approvals.

This position will oversee the work of three to six (typically) CSRs and their associated service routes, working closely with zone and branch…