Americold Logistics, LLC.

Customer Services Manager

Americold Logistics, LLC.

full-time

Posted on:

Location Type: Hybrid

Location: Arndell Park • Australia

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About the role

  • 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

  • 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
  • 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
Applicant 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