Customer Service Manager; Route Manager

Job Summary

A Customer Service Manager (CSM) ensures that the assigned Team of Customer Service Representatives (CSR’S) in his/her service area work in accordance with Company safety guidelines in a productive and efficient manner also that the delivery vehicles and equipment are clean, maintained and used in a safe manner. Responsible for overall results and Customer Retention in his/her service area by ensuring that the Team of CSR’S provide excellent Customer Service to each and every Customer on each delivery.

Diligently work with the Team of CSR’S to ensure that we are promoting the Company, its core values and its product and services. The opportunities for Safety/Customer Retention/Growth are identified and shared with the CSR’S through daily interaction 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.

As needed to meet business demands, CSM will be required to hold Commercial motor vehicle certifications and licenses to directly work a delivery route as needed to meet customer service objectives.

Typical tasks and activities for this job include, but are not limited to the items listed below. Additional duties may be assigned from time to time as needed by management.

• Proactively manages day-to-day situations arising from personal and/or program(s) as needed to meet stated business goals for customer service satisfaction with the Company’s products and services.
• Manages day-to-day activities of customer service program[s] for assigned area. Sets clear expectations for customer service and leads by example.
• Proactively manages day-to-day situations arising from personal and/or program(s) as needed to meet stated business goals for customer service satisfaction with Company’s products and services.
• Obtains targeted results from assigned Service Team in areas such as, but not limited to: safety, customer retention, A/R collection, reviews, renewals, pricing, lost/damage/image care, credits, route sales, disposable products, customer satisfaction measures, and other stated financial and/or customer service goals.
• Completes in person (or via remote means) CSR end of day activities (including but not limited to: route settlement, CSR goal setting, coaching, etc.) each day.
• Completes visits with key accounts in accordance with C3 Account Management Program goals. Complete all follow-up reports and recordkeeping as needed in a timely manner.
• Completes system (ABS) activities in an accurately and timely manner to ensure records are maintained.
• Under the direction of the COM, assists in the installation of new customers as defined by the branch specific responsibilities.
• Delivers and participates in training programs to ensure customer retention and service goals are met.
• Communicates (meets) weekly with direct reports to assess customer service programs. Anticipates and addresses customer questions and concerns in a timely and effective manner.
• Ensures follow up and timely resolution of all customer alerts and customer communication. Collaboratively works with branch resources to systematically resolve customer service issues. Constantly seeks satisfaction from customers in service area.
• Ensures that customer renewals and pricing are in accordance with the profitability objectives of the branch as established by the Branch / General Manager.

• Builds and maintain relationships with CSR team and extended service team.
• Effectively evaluates, coaches, and develops Customer Service Representative’s service and sales skills and techniques for meeting service and sales goals. Ensures time is allocated for skill development. Motivates and develops team performance in accordance with company goals and values.
• Holds formal yearly performance discussions (including informal quarterly check-ins and formal mid-year check-ins) with each direct report on his/her assigned team(s).
• Responsible for the execution and the timely and effective completion of customer service training programs…