This purpose of this position is to provide support to Client Managers for program projects and client initiatives, escalated service calls, ongoing client management and manage lower-volume clients. This position allows the Client Managers to be more proactive and build and sustain their client relationships, and handle larger pieces of business. This position works closely with Client Managers and Operations to facilitate work flow, and assists with execution of projects and new client program... more details
Overview Canteen One Location: Minneapolis, MN (North Loop) Let’s talk about Canteen One! We are the national account management arm for Canteen, the largest and most experienced food and retail service company in the United States. We help our clients take the best breaks possible by providing unique and customized office coffee, vending, market, and pantry programs from coast-to-coast. Let’s talk about Perks! At our North Loop Minneapolis office, we have an awesome office environment filled with perks! Free office coffee and pantry – One block from light rail transit– Dress for your Day – Canteen Avenue C (market) & Foodsby food delivery – Sporting event tickets frequently raffled off – Paid time off to volunteer for corporate sponsored events – Wellness programs … you get the idea! Let’s talk about Opportunity! As part of Compass Group USA, the 6th largest employer in the world and leader in food service and support services, Canteen One provides you with an opportunity to work with Fortune 500 companies, and become part of a diverse team committed to attracting, retaining, and developing top level talent. If you are passionate about a customer-first, always friendly approach, we think you’ll fit right in! Canteen One offers a variety of career opportunities, including: Customer Service Accounts Receivable / Consolidation Services Finance / Accounting Client & Account Management Vendor Relations / Operations Information Technology great people. great services. great results. Each and every individual plays a key role in the growth and legacy of our company. We know the next big idea can come from anyone. We encourage developing and attracting expertise that differentiates us as a company as we continue to raise the bar. Job Summary This purpose of this position is to provide support to Client Managers for program projects and client initiatives, escalated service calls, ongoing client management and manage lower-volume clients. This position allows the Client Managers to be more proactive and build and sustain their client relationships, and handle larger pieces of business. This position works closely with Client Managers and Operations to facilitate work flow, and assists with execution of projects and new client programs to ensure successful and timely implementation. Involves direct client relationship support of other’s clients, and direct client management of assigned clients. Responsibilities Escalation of Service Issues Act as first level escalation for the customer service team on unresolved client issues, by communicating with client contact, Field Support Specialist, and/or Field Support Partner Manage, communicate and resolve issues such as installation delays, service problems, pricing or rate issues, etc., that may occur Resolve disputes between client locations and vendors by working with internal team members Project Management Manage projects such as new store openings, new client rollouts, client requests (i.e. technology, healthy, green initiatives) and existing client program changes to ensure deadlines are met Evaluate project deliverables to ensure client acceptance Identify and communicate as necessary issues such as project delays, installation delays, service problems, pricing or rate issues, and other problems that Client Managers need awareness of Discuss project status, completion, success metrics, issues, client and team satisfaction during internal meetings (scheduled and ad hoc) Communicate the client’s expectations to operations and customer service Determine internal resource requirements of projects based upon project needs Internal project reporting and administration Communicate directly with client contact regarding status, issues, delays, questions, etc. Establish and communicate a usable and well-communicated schedule Provide project status summary reports and updates to Client Managers and other team members Track and report on percentage complete, project metrics and issues Keep an accurate risk tracking document (i.e. issues/barriers to completion/road blocks) Ongoing client management Support activities for Client Manager’s clients, such as: Service issues, product ordering, adding catalog items, ongoing client requests and questions, etc. Relationships Communicate effectively with Operations Team to discuss alternative options/solutions Manage assigned lower-volume clients and build client relationships Performs an ongoing analysis of the portfolio of business managed by analyzing the vendor, client and Canteen One financial performance. Build, maintain and sustain relationships with assigned clients Record keeping and Data Management Run Business Objects reports to verify information and proper setup in JDE Access Streamware to validate catalog maintenance and service levels Utilize BV Fusion to validate information and answer client questions regarding posted information Qualifications High school diploma required; post secondary education is strongly preferred, and a Bachelors’ degree preferred. With a Bachelor’s degree, six months of equivalent advanced customer service experience is required – one year is strongly Excellent interpersonal communications skills required with proven ability to develop and maintain positive internal and external work relationships. Strong customer service orientation Strong written and verbal communication skills Strong problem solving skills Demonstrated conflict resolution skills Timeliness and accuracy coupled with the demonstrated ability to prioritize and organize business requirements and workload Proficient with Microsoft Word and Outlook Intermediate Microsoft Excel experience required – not just data entry – calculations, VLookup, data Ability to multi-task and take direction from others Ability to work independently and collaboratively Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law. Associates at Canteen One are offered many fantastic benefits. Medical Dental Vision Life Insurance/ AD Disability Insurance Retirement Plan Paid Time Off Holiday Time Off (varies by site/state) Associate Shopping Program Health and Wellness Programs Discount Marketplace Identity Theft Protection Pet Insurance Commuter Benefits Employee Assistance Program Flexible Spending Accounts (FSAs)
