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Manager, Customer Care
Location:
Atlanta, GA
Description:
Primary Responsibility :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.What You'll Do :o 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.o Meets department financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.o Ensures that all internal control, policy and procedure adherence is achieved through proper management and reporting functions.o Recommends and implements procedural, policy, technical and personal ideas on an ongoing basis by interfacing with operations personnel, customers and support departments.o Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.o Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.o Develops and maintains long term customer relationships thus surpassing customer expectations.o Work with Business Development and Operations to ensure customer expectations are achieved.o Gathers knowledge on current customer service trends, processes & technology and works with teams to implement improvements.o Takes an active role in accepting, resolving, and following up customer complaints and internal conflicts with other Americold departments.o Use analytical skills to research local market conditions, analyze results, and develop & implement effective strategies.o Other duties as requestedWhat Experience and Education You Need :o Bachelor's degree in business administration or related fieldo 5-7 years supervisory/management experience in a customer service environmento Demonstrated working knowledge of warehouse and transportations operations is requiredo Strong computer skills. Proficient with MS Outlook, Office, including Word, PowerPoint and Excel required. Experience with Salesforce CRM and SAP financials a pluso Must have relative industry experience including logistics business development, account management, distribution, warehousing, logistics, transportation, CPG, etc. and understand common business practices and standardso 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 environmento Lean Sigma trained yellow belt or equivalent preferred, but not requiredWhat Could Set You Apart :o Ability to develop and execute business/operating strategies and planso Excellent problem solving, analysis and decision-making skillso Strong organizational skills and ability to multi-task requiredo Ability to gather information, conducts analysis, develop and implement effective strategieso Creative and entrepreneurial attitude about their market/division with the ability to be a team playero Excellent communication, interpersonal and presentation skillso Ability to communicate professionally, both written and verbally with individuals at all levels of the organization, external contacts, customers and potential customerso Develop strong, sustainable working relationships with internal teamso Outstanding communication skills, both written and verbalo Strong time management, communications, decision-making, organization, human relations, presentation, negotiation, and mediation skillso Proven ability to perform gap analysis, draw conclusions and make recommendations to enhance business systems, processes and procedureso Strong process improvement approacho Strong financial and business acumeno Strong ability to form and foster business relationships. Demonstrate a partnership approach in working with internal and external customerso Must travel to customer sites, warehouse operations, office locations up to 50% of the timePhysical Requirements :o Requires the ability to sit for long periods of time, with frequent interruptionso Requires several hours per day of sitting, getting up and down from chairs, and reaching, or bendingo Requires manual dexterity with normal hand and finger movements for typical office worko Talking, hearing, and seeing are important elements of completing assigned taskso May require travel by automobile and airplane up for businesso May require a visit facility operations in temperatures at or below freezingo May carry loads related to travel and occasionally lifts, carries, positions, or moves objects weighing up to 20 poundso Requires the use of various electronic toolso Requires the ability to relate to others beyond giving and receiving instructions: must partner with colleagues without exhibiting behavioral extremeso Requires the performance of work activities including reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to constructive feedback from executive managementWork 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.
Company:
Americold Logistics
Posted:
May 28 on TopUSAJobs
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More About this Listing: Manager, Customer Care
Manager, Customer Care is a Executive Manager Job at Americold Logistics located in Atlanta GA. Find other listings like Manager, Customer Care by searching Oodle for Executive Manager Jobs.
Manager, Customer Care is a Executive Manager Job at Americold Logistics located in Atlanta GA. Find other listings like Manager, Customer Care by searching Oodle for Executive Manager Jobs.