Manager, Customer Care

What You'll Do :

Ensure the service expectations for assigned national accounts are met by all groups of Americold.

This position will act as a liaison between the customer and Americold Business Development, Operations (i.e.

warehouse and transportation) and Support departments.



* Support account development along with Key Account Director.

Conducts regular reviews of account revenue and operations performance.

Works collaboratively to understand and support strategy to gain new business, while maintaining existing business


* Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes


* Compile, organize and present KPI data and other relative content to customer with Operations support


* Align with customer and operations on forecast, upcoming needs, etc.

to ensure success


* Review customer aging report(s) and assist A/R department with the collection of outstanding balances by acting as escalation point of contact

#LI-Hybrid

What Experience and Education You Need:



* Bachelor's degree in business administration or related field


* 5-7 years supervisory/management experience in a customer service environment


* Proficient with MS Outlook, Office, including Word, PowerPoint and Excel


* Must have relative industry experience including logistics business development, account management, distribution, warehousing, logistics, transportation, CPG, etc.

and understand common business practices and standards


* Flexibility to travel up to customer sites, warehouse operations, office locations up to 50% of the time

What Could Set You Apart :



* Experience with Salesforce CRM and Oracle Cloud


* Leadership skills, extensive management experience and be able to meet aggressive deadlines, manage multiple complex projects simultaneously and able work in a fast-paced, dynamic work environment


* Lean Sigma trained yellow belt or equivalent

Physical Requirements:



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


* Requires several hours per day of sitting, getting up and down from chairs, and reaching, or bending


* Requires manual dexterity with normal hand and finger movements for typical office work


* Talking, hearing, and seeing are important elements of completing assigned tasks


* May require travel by automobile and airplane up for business


* May require a visit facility operations in temperatures at or below freezing


* May carry loads related to travel and occasionally lifts, carries, positions, or moves objects weighing up to 20 pounds


* Requires the use of various electronic tools


* Requires the ability to relate to others beyond giving and receiving instructions: must partner with colleagues without exhibiting behavioral extremes


* Requires the performance of work...