Sr Manager, Customer Care

Primary Responsibility :

Ensure the service expectations for assigned national accounts are met by all groups of Americold by leading direct reporting resources and guiding resources functionally across the Americold organization. This position will act as a liaison between the customer and Americold Business Development, Operations (i.e. warehouse and transportation) and Support departments.

What You’ll Do :

• Achieves operations objectives by leading, managing and guiding direct report resources in 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.
• Lead and manage direct reporting resources for business and operational analysis in support of customer business requirement year round with specific focus on preparation and execution during customer peak season.
Meets department financial objectives by managing the direct reporting resources and guiding customer counterparts for forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Ensures that all internal control, policy and procedure adherence is achieved through proper management and reporting functions for self and direct reports.
• Recommends and implements procedural, policy, technical and personal ideas on an ongoing basis by interfacing with operations personnel, customers and support departments.
• Improves customer service quality results by leading/guiding the study, evaluation, and re-design of processes; establishing and managing communication service metrics, as well as the monitoring and analyzing results; implementing changes.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Develops and maintains long term customer relationships thus surpassing customer expectations both individually as well as through leadership of direct reports supporting the customer.
• Work with Business Development and Operations to ensure customer expectations are achieved by leading direct report resources assigned and guiding Operations resources as appropriate.
• Gathers knowledge on current customer service trends, processes & technology and works with teams to implement improvements.
• Manages direct reports to ensure taking an active role in accepting, resolving, and following up customer complaints and internal conflicts with other Americold departments.
• Use analytical skills to research local market conditions, analyze results, and develop & implement effective strategies.
• Other duties as requested

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
• Demonstrated working knowledge of warehouse and transportations operations is required
• Strong computer skills. Proficient with MS Outlook, Office, including Word, PowerPoint and Excel required. Experience with Salesforce CRM and SAP financials a plus
• Must have relative industry experience including logistics business development, account management, distribution, warehousing, logistics, transportation, CPG, etc. and understand common business practices and standards
• Must have exceptional 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 preferred.

What Could Set You Apart :

• Ability to develop and execute business/operating strategies and plans
• Excellent problem solving, analysis and decision-making skills
• Strong leadership skills in the development and implementation of customer service related initiatives.
• Strong organizational skills and ability to multi-task required
• Ability to gather information, conducts analysis, develop and implement effective strategies
• Creative and entrepreneurial attitude about their market/division with the ability to be a team player
• 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
• Develop strong, sustainable working relationships with internal teams
• Outstanding communication skills, both written and verbal
• Strong time management, communications, decision-making, organization, human relations, presentation, negotiation, and mediation skills
• Proven ability to perform gap analysis, draw conclusions and make recommendations to enhance business systems, processes and procedures
• Strong process improvement approach
• Strong financial and business acumen
• Strong ability to form and foster business relationships. Demonstrate a partnership approach in working with internal and external customers
• Must travel to customer sites, warehouse operations, office locations up to 50% of the time

Physical Requirements :

• The physical demands described below are representative of those that must be met to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job
• 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
• May require visiting 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
• Occasionally works evenings or weekends in order to complete objectives or to attend meetings
• 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 activities including reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to constructive feedback from executive management

Work Environment :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What We Offer :

Our associates know the answer to the question What’s in it for me We offer best-in-class benefit programs and continuously work with our associates to ensure that our offerings meet the needs of their health and financial well-being. When you join Americold you join a values-oriented company with a clear mission. We help our customers feed the world.

Americold is an Equal Opportunity/Affirmative Action Employer and complies with applicable employment laws.
EOE/AA M/F/D/V DFW.