Manager, Customer Care

What You’ll Do

This role ensures service expectations are consistently met for assigned accounts by serving as the primary liaison between customers and internal partners, including Business Development, Operations (warehouse and transportation), and support teams.

Essential Functions

• Drive operational objectives by contributing insights and recommendations to strategic plans and reviews; preparing and executing action plans; implementing productivity, quality, service, and performance standards; resolving issues; completing audits; identifying trends; and implementing system and process improvements
• Meet departmental financial objectives by forecasting requirements; preparing annual and quarterly budgets; monitoring expenditures; analyzing variances; and initiating corrective actions
• Recommend and implement procedural, policy, technical, and process improvements by partnering with Operations, customers, and internal support teams
• Serve as a customer point of contact and “face of business development” for assigned accounts
• Lead and support customer initiatives, including quarterly business reviews (QBRs), EDI implementations, AR-related matters, and operational issue resolution
• Support onboarding of new customers and manage transitions related to site openings or closures
• Address critical operational concerns, including I‑3PL management, inventory accuracy, claims resolution, and OSD issues
• Utilize strong analytical skills to research market conditions, evaluate results, and develop strategies to improve service, efficiency, and customer outcomes
• Improve customer service by evaluating and redesigning processes; establishing service metrics; monitoring performance; and implementing enhancements

What Experience and Education You Need

• Bachelor’s degree in business administration or related field
• 5–7 years of experience in a customer‑ or client‑facing role
• Proficient with MS Outlook, Office, including Word, PowerPoint and Excel
• Experience with Salesforce CRM
• Relative industry experience including logistics business development, account management, distribution, warehousing, logistics, transportation, CPG, etc. and understand common business practices and standards
• Demonstrated working knowledge of warehouse and transportations operations

What Could Set You Apart

• 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 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 financial and business acumen
• Lean Sigma trained yellow belt or equivalent 
• Comfortable traveling to customer sites, warehouse operations, and office locations when needed

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 activities including reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to constructive feedback from executive management

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.