"Alerted.org

131594BR

Job Title:

Customer Service and Routing Manager

Location:

CM Carroll, Iowa (2587)

Job Description:

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 more

Growth opportunities performing essential work to support America’s food distribution system

Safe and inclusive working environment, including culture of rewards, recognition, and respect

Position 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 Responsibilities

Leadership & Team Management

+ Direct 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 Oversight

+ Ensure 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 Operations

+ Oversee 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 & Analytics

+ Use 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 Collaboration

+ Act 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

Req Number:

131594BR

Job Location:

Carroll, Iowa (IA)

Shift:

1st Shift

Full Time / Part Time:

Full Time

EEO Statement:

Performance Food Group and/or its subsidiaries (individually or collectively, the "Company") provides equal employment opportunity (EEO) to all applicants and employees, regardless of race, color, national origin, sex, marital status, pregnancy, sexual orientation, gender identity, religion, age, disability, genetic information, veteran status, and any other characteristic protected by applicable local, state and federal laws and regulations. Please click on the following links to review: (1) our EEO Policy (http://pfgc.com/Policy) ; (2) the "EEO is the Law" poster (http://pfgc.com/Poster) and supplement (http://pfgc.com/Supplement) ; and (3) the Pay Transparency Policy Statement (http://pfgc.com/PayTransparency) .

Required Qualifications:

• Education: Bachelor’s degree in Business, Logistics, or related field (or equivalent experience).

• Experience:

o 5+ years in customer service, routing, or transportation operations.

o 3+ years of management or supervisory experience.

o Strong understanding of route optimization, customer order flow, and logistics systems.

• Technical Skills:

o Proficiency with Microsoft Excel and routing systems (Roadnet, AS400, OmniTracs).

o Strong analytical and data interpretation skills.

o Familiarity with KPI tracking, scorecards, and performance dashboards.

• Soft Skills:

o Excellent communication and leadership abilities.

o Strong problem-solving, organization, and decision-making skills.

o Ability to work effectively across departments and adapt to changing business needs.

Physical Requirements:

• Ability to sit or stand for extended periods while reviewing routes or communicating with team members.

• Frequent use of computer, phone, and routing software.

Division:

Core-Mark

Job Category:

Operations

Preferred Qualifications:

Bachelor’s degree in Business, Logistics, or related field (or equivalent experience).

Company Description:

Core-Mark continues to grow as the industry leader in fresh and broadline solutions for the convenience retail industry. With a reputation for empowering customers, employees, and communities, Core-Mark has become the largest, most comprehensive marketer of consumer goods in North America — offering a full range of products, programs, and solutions to convenience operators across the U.S. and Canada.

Benefits:

Click Here for Benefits Information (https://pfgc.com/Careers.aspx#benefits)