Sr Customer Service Representative

About the role

Join the Cold Chain That Feeds the World. For over 120 years, Americold has connected producers, processors, distributors, and retailers to ensure food stays safe, fresh, and accessible. With 240+ facilities across four continents and 14,000+ team members, we’re a global leader in temperature-controlled logistics. Our mission is to help our customers feed the world – and we’re looking for people who share that purpose.

Responsibilities

• Respond to customer inquiries and complaints related to work orders, shipments, and inventory counts while serving as the primary point of contact for National Accounts across multiple sites.
• Cook up account administration, including invoicing, credit changes, and scheduling loads as required, and maintain updated reports to ensure all loads are empty and closed.
• Oversee clerical tasks such as paperwork management, answering phones, greeting visitors, and resolving refused product, over short, and damaged orders, with occasional travel required.

Essential Functions

• Respond to customer inquiries and complaints regarding work orders, shipments, and inventory counts.
• Serve as the primary liaison between customers, warehouse, and office for account administration and invoicing.
• Generate and manage paperwork and information for customer work orders, including tracking orders and maintaining inventory records.
• Oversee clerical duties such as maintaining files, answering phones, greeting visitors, and operating office equipment.
• Schedule loads and maintain updated reports to ensure all loads are empty and closed.
• Resolve issues related to refused product, over short, and damaged orders, and coordinate recalls and national holds across multiple sites.
• Participate in training and coaching on customer service functions and provide direction to customer service work in applicable locations.

Experience and Education

• Minimum 2 years of experience required in customer service or order processing.
• A high school diploma or general education degree (GED) preferred.
• Proven ability to resolve customer issues efficiently.
• Proficiency in Warehouse Management Systems and Microsoft Office Suite.
• Accurate typing and data entry skills.

What Could Set You Apart

• Experience managing multiple priorities simultaneously.
• Proven adaptability in changing environments.
• Experience working with challenging customers.
• Effective verbal and written communication.
• Ability to understand customer product and storage requirements.
• Ability to collaborate and respond appropriately to feedback.
• Familiarity with desktop computers.
• Initiative in supporting team objectives.

Physical Requirements

• Requires several hours per day of sitting, getting up and down from chairs, reaching, and/or bending.
• Requires manual dexterity with normal hand and finger movements for typical office work, including the operation of computers, telephones, and similar equipment.
• Requires ability to comprehend and communicate with others verbally and/or in writing.
• May require travel by automobile and airplane for business.
• May require visits to warehouse operations in temperatures at or below freezing.
• May require the occasional lifting, carrying, positioning, and/or moving of objects weighing up to 20 pounds.

What We Offer

• Medical/dental/vision insurance.
• STD/LTD coverage.
• 401(k) with Company match.
• Flexible Spending Account (FSA).
• Lifetime life insurance.
• Employee Assistance Program (EAP).
• Paid time off.

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