Overview
Americold – Helping our customers Feed the World
Here at Americold Whitchurch we are now recruiting for a Customer Service Manager
As the Customer Service Manager, you will lead the Customer Service Department, ensuring the successful delivery of the Departmental Plan and key projects. Reporting directly to the General Manager, you will act as the key contact for customer service activities while working closely with the Operations and Transport teams to align with Americold’s strategy and guidelines.
You will manage and motivate the Customer Service Team, setting clear expectations and performance targets to exceed SLA requirements. Your leadership will drive high performance, fostering strong customer relationships and ensuring service excellence.
Key Responsibilities:
1. Managing team performance, capability, and disciplinary matters.
2. Overseeing headcount budgets and training costs.
3. Leading customer review and negotiation meetings.
4. Ensuring seamless communication of customer requirements across the business.
5. Identifying areas for improvement.
6. Analyzing trends, errors, and non-conformances using business data.
7. Taking full ownership of the Customer Service Department Plan, Charter, and Projects.
8. Ensuring process adherence and continuous improvement.
9. Overseeing system transactions for accuracy.
10. Managing customer claims and mitigating liabilities while addressing internal issues.
Your proactive approach will enhance operational efficiency, support Americold’s objectives, and deliver outstanding customer service.
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