Commercial Customer Account Specialist

Primary Responsibility:
To improve customer experience by supporting internal and external clients across Americold sites. Ensure that tickets are getting resolved within the SLA, including on-call support. The team will navigate and assist in resolving issues related to billing discrepancies, disputes, and credit memo requests. The team will work closely with other Operational and IT resources, including the Operations, Training, Support, EDI, Development, and Architecture teams, to ensure a quality WMS product is delivered.
 

What you’ll Do:
•    Serve as the first point of contact for customer billing inquiries.
•    Ensure all customer invoices and supporting documentation are properly prepared and distributed to customer contacts in a timely and accurate manner.
•    Route customer inquiries to the proper teams for issue resolution through a ticketing-based system.
•    Manage billing portals between customers and Americold; troubleshoot any issues as required.
•    Maintain continual communication between Accounting, Finance, Business Development, and Operations regarding changes to existing customers, warehouse and transportation disputes, and billing issues.
•    Monitor service level expectations of these groups and escalate to management as needed.
•    Perform all Sarbanes-Oxley compliant procedures to gather, approve, and maintain all resolution to customer issues.
•    Identify and escalate possible process improvement ideas.
•    Monitor personal productivity levels, ensuring that all team service levels are met.
•    Other duties as requested.

What Experience and Education You Need:
•    3+ years of customer service, accounting, and/or financial management experience, either with internal or external customers.
•    Strong computer skills. Proficient with MS Outlook, Office, including Word, PowerPoint, and Excel.
•    Accurate typing and data entry skills.
•    Competent in math and reading comprehension.
•    Basic accounting skills preferred.
•    Experience with Salesforce, SAP, TMS, WMS, and/or AS400 preferred.
•    Strong organizational skills and the ability to multitask are required.
•    Excellent communication, interpersonal, and presentation skills.
•    Demonstrates an uncompromising level of integrity and code of ethics and maintains a high degree of confidentiality.

What Could Set You Apart:
•    Bachelor’s Degree or equivalent experience strongly preferred.
•    Experience in the food industry, warehousing, or transportation industry preferred.
•    Ability to communicate professionally, both written and verbally.
•    Ability to work in a matrix-managed environment, experience with balancing requests from multiple managers.
•    Develop strong, sustainable working relationships with internal teams.

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 for business.
•    May require visits to warehouse operations in temperatures at or below freezing.
•    May require carrying loads related to travel and the occasional lifting, carrying, positioning, and/or moving of objects weighing up to 20 pounds.
•    Requires the use of various electronic tools.
 

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The Company makes reasonable accommodations in accordance with applicable law.

Americold is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. EOE/AA M/F/D/V.