Customer Service and Routing Manager

We Deliver the Goods:Competitive pay and benefits, including Day 1 Health & Wellness Benefits, Employee Stock Purchase Plan, 401K Employer Matching, Education Assistance, Paid Time Off, and much moreGrowth opportunities performing essential work to support America's food distribution systemSafe and inclusive working environment, including culture of rewards, recognition, and respectPosition Purpose: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.Key ResponsibilitiesLeadership & Team ManagementDirect 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.Customer Service OversightEnsure 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.Routing OperationsOversee creation, maintenance, and optimization of daily delivery routes using routing software (Roadnet, OmniTracs, 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.Process Improvement & AnalyticsUse 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.Cross-Functional CollaborationAct 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.#CMALL

Created: 2025-10-29