Experienced Customer Service Manager needed to lead a team and build strong relationships with QSR customers.
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.
Qualifications
* 3 to 5 years' customer service management experience.
* Strong customer service focus.
* Highly effective communication, problem solving, leadership and stakeholder relationship skills.
* 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.
What Could Set You Apart
* Must be punctual and reliable, available for 09:00 am to 05:00 pm work hours.
* Proven experience in a food service or similar fast- paced environment.
* Customer focused at all times.
* Must be performance driven with a demonstrated ability to achieve targets.
* Strong negotiation skills.
* Ability to communicate effectively with a diverse range of parties, including customer team members in store, key customer contacts at head office level, internal operations and rebuying teams.
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 well-being.
* Structured internal training and development programmes to support your growth as a leader.
* Novated leasing options.
* Paid parental leave, supporting you and your family during life's important moments.
U.S. Only Benefits
* Medical, dental and vision insurance.
* STD/LTD coverage.
* 401(k) with company match.
* FSA.
* Life insurance.
* EAP.
* Paid time off.
* Some benefits may vary depending on the particular position and whether it is covered by a collective bargaining agreement (CBA).
Americold is an Equal Opportunity/Affirmative Action Employer and complies with applicable employment laws.
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