Manager, Billing Customer Account Support

Primary Responsibility

Responsible for leading a team of specialists tasked with fielding, troubleshooting, and resolving customer billing inquiries for the Americold business.

This team will serve as the first point of contact for billing inquiries and will decide next steps for quick and accurate issue resolution.

This team will deliver a streamlined and optimized customer experience as it relates to transparency, accuracy, and timeliness in resolving billing inquiries.

The role is expected to work with cross-functional teams to meet internal and external customer needs while ensuring alignment with company billing policies.

What you'll Do


* Team Management: Lead and mentor a team of Customer Account Specialists to resolve billing inquiries efficiently


* Training & Development: Provide ongoing training and development plans focused on personal and professional growth for team members


* Quality Assurance: Review team output to ensure adherence to quality and accuracy standards


* Process Enhancement: Collaborate with various departments (IT, Business Development, Finance, Accounting, Operations) to improve customer account support processes


* Customer Inquiry Management: Establish a system for handling customer billing inquiries and track the resolution process


* Performance Reporting: Develop and report on key metrics to monitor response times and customer satisfaction


* Data Accuracy: Work with operations to ensure accurate data entry, reducing billing discrepancies


* Cross-Functional Collaboration: Coordinate with AR and Claims departments to minimize credit memos and customer claims related to invoicing

What Experience and Education You Need


* Bachelor's degree in Accounting, Economics, Finance, Mathematics, or Business Administration


* 5-7 years of relevant work experience, with 1-2 years in a managerial role preferred


* Proficiency in Microsoft Suite, particularly Excel, and experience in supply chain, warehousing, or operations


* Familiarity with Oracle, Salesforce.com, or other CRM tools, with investigative/audit skills and financial underwriting experience being advantageous


* Strong communication, negotiation, and presentation skills, with a demonstrated ability to build relationships and propose risk mitigation solutions

What Could Set You Apart


* Strong professional communication skills across all levels, including written, verbal, and in-person interactions


* Ability to stay organized and prioritize requests in a dynamic corporate environment with multiple managers


* A proactive, customer-focused mindset with a flexible, team-oriented attitude


* High level of integrity and the ability to maintain confidentiality


* Willingness to travel up to 15% to various sites and customer locations

Physical Requirements


* Requires the ability to sit for long periods of time, with frequent interruptions


* Requires several hours per day of sit...