Customer Service Manager; Route Manager
Listed on 2026-03-10
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Customer Service/HelpDesk
Customer Success Mgr./ CSM -
Management
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.
Job Details
JOB SUMMARYA 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.
Customer Retention- 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 accurate and timely manner to ensure records are maintained.
- Under the direction of the COM, assists in the installation of new customers as…
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