Manager, Customer Care

What you'll Do

Primary Responsibility

Serve as a liaison for assigned national accounts, ensuring service expectations are consistently met across all Americold departments.

This role facilitates communication and collaboration between the customer and internal teams to deliver seamless service and drive customer satisfaction


* Achieves operations objectives by contributing department information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.


* Meets department financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions


* Recommends and implements procedural, policy, technical and personal ideas on an ongoing basis by interfacing with operations personnel, customers and support departments


* Supports internal and customer stakeholders related to initiatives, including Account Receivable Collections, Project Management Support, IT projects and initiatives or others as may be required


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


* Develops and maintains long term customer relationships thus surpassing customer expectations


* Gathers knowledge on current customer service trends, processes & technology and works with teams to implement improvements


* Use analytical skills to research local market conditions, analyze results, and develop & implement effective strategies

What Experience and Education You Need


* Bachelor's degree in business administration or related field


* 5-7 years experience in a client facing, customer service environment


* Strong computer skills.

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


* Experience with Salesforce CRM


* Demonstrated working knowledge of warehouse and transportations operations

What Could Set You Apart


* Lean Sigma trained yellow belt or equivalent


* Ability to develop and execute business/operating strategies and plans


* Excellent communication, interpersonal and presentation skills


* Ability to communicate professionally, both written and verbally with individuals at all levels of the organization, external contacts, customers and potential customers


* Strong financial and business acumen


* Strong ability to form and foster business relationships


* Must travel to customer sites, warehouse operations, office locations up to 25% of the time

Physical Requirements


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


* Requires several hours per day of sitting, getting up...