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Sr Manager, Customer Care

Company: AmeriCold Logistics
Location: Atlanta
Posted on: May 15, 2024

Job Description:

What You'll Do: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.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 changeLead 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 seasonMeets 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. Additionally, recommends and implements procedural, policy, technical and personal ideas on an ongoing basis by interfacing with operations personnel, customers and support departmentsDevelops and maintains long term customer relationships thus surpassing customer expectations both individually as well as through leadership of direct reports supporting the customer. Additionally, 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#LI-HybridWhat Experience and Education You Need :--Bachelor's degree in business administration or related field5-7 years supervisory/management experience in a customer service environmentRelative industry experience including logistics business development, account management, distribution, warehousing, logistics, transportation, CPG, etc. and understand common business practices and standardsExceptional leadership skills, extensive management experience and be able to meet aggressive deadlines, manage multiple complex projects simultaneously and able workAbility to travel to customer sites, warehouse operations, office locations up to 50% of the time in a fast-paced, dynamic work environmentWhat Could Set You Apart:----Demonstrated working knowledge of warehouse and transportations operationsStrong computer skills. Proficient with MS Outlook, Office, including Word, PowerPoint and ExcelExperience with Salesforce CRM and Oracle CloudLean Sigma trained yellow belt or equivalent preferredPhysical 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 jobRequires the ability to sit for long periods of time, with frequent interruptionsRequires several hours per day of sitting, getting up and down from chairs, and reaching, or bendingRequires manual dexterity with normal hand and finger movements for typical office workTalking, hearing, and seeing are important elements of completing assigned tasksMay require travel by automobile and airplaneMay require visiting facility operations in temperatures at or below freezingMay carry loads related to travel and occasionally lifts, carries, positions, or moves objects weighing up to 20 poundsRequires the use of various electronic toolsOccasionally works evenings or weekends in order to complete objectives or to attend meetingsRequires the ability to relate to others beyond giving and receiving instructions: must partner with colleagues without exhibiting behavioral extremesRequires 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.

Keywords: AmeriCold Logistics, Atlanta , Sr Manager, Customer Care, Executive , Atlanta, Georgia

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