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Customer Services Manager
Americold Logistics, LLC.Customer Service Manager leading QSR service team, managing relationships and KPIs.
About the role
Key responsibilities & impact- Lead and manage the QSR Customer Service team, ensuring high performance, coverage, and capability
- Act as the primary contact for QSR store managers, franchisees, and head office stakeholders
- Proactively manage customer issues, escalations, KPIs, and service performance through to resolution
- Build and maintain strong relationships with key customer decision-makers
- Attend customer QBRs and franchisee review meetings
- Partner closely with operations, transport, rebuying, finance, and shared services teams
- Oversee daily order processing, dispatch coordination, route checks, and transport documentation
- Manage rosters, holiday planning, new store setups, and ongoing roster changes
- Monitor and report customer and operational KPIs, including service levels, costs, credits, and stock adjustments
- Manage pallet control, courier costs, accessorial charges, and credit holds
- Drive continuous improvement initiatives to enhance service and operational efficiency
- Ensure all activities align with safety standards, company policies, and core values
Requirements
What you’ll need- 3 to 5 years’ customer service management experience
- Strong customer service focus
- Highly effective skills in communicating, problem solving, leadership and maintaining relationships with key stakeholders
- Computer literacy, Word, Excel, PowerPoint and Outlook
- Familiar with WMS, RF and TMS and IT systems
- Able to proactively and independently lead and build a highly functioning team
Benefits
Comp & perks- The opportunity to lead a significant, complex operation within a successful and growing global organisation
- A value-driven culture centred on safety, integrity, teamwork and giving back to the communities in which we operate
- A competitive remuneration package, including bonus eligibility
- A role with genuine autonomy, influence and long-term career development opportunities
- Access to Fitness Passport, supporting your health and wellbeing
- Structured internal training and development programs to support your growth as a leader
- Novated leasing options
- Paid parental leave, supporting you and your family during life’s important moments
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer service managementKPI managementorder processingdispatch coordinationroute checkstransport documentationpallet controlcost managementcontinuous improvement
Soft Skills
communicationproblem solvingleadershiprelationship managementteam buildingcustomer service focus