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About the Role

The Customer Service Manager oversees route service and customer relationships within an assigned territory, supporting Route Drivers through coaching, training, and daily operational guidance to ensure efficient and professional servicing of customer locations. This role maintains high service standards across vending, micro market, coffee, and pantry services by ensuring excellent delivery driver customer service, resolving concerns, ensuring product quality, supporting warehouse accuracy, and maintaining compliance with safety and operational procedures.

Responsibilities

Communicate effectively with clients, customers, delivery drivers, warehouse employees, support employees, sales, and leadership.
Supervise, support, and assist Route Drivers with daily routes, schedules, customer accounts, and route coverage.
Train and coach Route Drivers on company procedures, customer service expectations, equipment use, merchandising standards, inventory control, food safety, safe driving techniques, and route efficiency.
Conduct regular customer visits to maintain relationships, resolve service concerns, identify opportunities, and exceed expectations.
Inspect vending machines, micro markets, kiosks, beverage stations, and related equipment for cleanliness, presentation, functionality, and readiness.
Monitor product freshness, rotate inventory using FEFO, and ensure products meet company quality standards.
Verify handheld device accuracy, route inventories, product counts, stock levels, and required reporting.
Ensure compliance with company policies, food safety standards, Smith System compliance, DOT regulations, FMCSA requirements, and applicable laws.
Identify process improvements to increase efficiency, reduce costs, and enhance customer satisfaction.
Promote a positive, team-oriented environment focused on accountability, safety, service, and continuous improvement.
Complete other tasks as required to support departmental and organizational objectives.

Requirements

5+ years of verifiable leadership experience in a food logistics or transportation setting or equivalent required.
Experience in route operations, vending, food service, warehouse management, inventory control, or customer service leadership preferred.
Strong leadership skills with the ability to coach, motivate, and develop employees.
Excellent organization, time management, problem-solving, communication, and relationship-building skills.
Experience with inventory management systems, handheld route technology, and Microsoft Office applications required.
VMS/WMS/TMS experience is highly preferred.
Ability to work independently, manage multiple priorities, and maintain a professional, customer-focused attitude in a fast-paced environment.
Valid state driver’s license and continued eligibility to operate company vehicles required.
Must successfully meet DOT and FMCSA requirements to operate interstate and intrastate non-CDL commercial vehicles, when applicable.
Ability to safely lift up to 40 pounds and perform physical duties including standing, walking, bending, reaching, climbing stairs, pushing, pulling, and driving for extended periods.
Ability to work flexible hours as business needs require.

Skills

Leadership
Coaching
Training
Customer Service
Communication
Organization
Time Management
Problem-Solving
Relationship-Building
Inventory Management
Route Operations
Vending
Food Service
Warehouse Management
Microsoft Office
VMS/WMS/TMS

Location

Liverpool, New York

Work Type

Full-time

Experience Level

5+ years leadership experience

Education Level

BS or BA in business, logistics, operations, or a related field preferred

Salary/Compensations

$65,000 - $80,000 per year

Benefits

Weekly Pay
401K with company match
Employee Assistance Program
Medical, Prescription, Dental, and Vision Plans
FSA/HSA
Ongoing training and development programs
Bonus Programs for eligible positions

About the Company

Together, American Food & Vending and American Dining Creations form one of the nation’s largest privately held dining and refreshment service organizations.
Family-owned and headquartered in Syracuse, NY, we have served clients nationwide for more than 80 years, delivering customized dining and refreshment solutions across business, education, healthcare and cultural environments.
Recognized by NAMA and our peers as Operator of the Year, we combine national capabilities with a personal, responsive approach to create exceptional experiences for our clients and guests.
Our Mission: To create moments of happiness through customized hospitality experiences that delight guests and bring people together.
Our Vision: To be the best in the industry at elevating hospitality experiences for places where people want to be.
Our Values: F.I.R.S.T. (Family, Integrity, Responsiveness, Service Excellence, Teamwork).

Equal Opportunity

American Food & Vending is an Equal Opportunity Employer.