What are the responsibilities and job description for the Manager, Customer Account Support position at Americold?
Job Description
About Us
Americold is a global provider of temperature-controlled infrastructure. We partner with farmers and food producers to ensure their perishable and frozen product reaches foods suppliers, restaurants, and your local grocery store without spoilage. Our customers, which include some of the most respected brands in the food industry, rely on our expertise and commitment to safety in order to deliver on their commitments.
Primary Responsibility
Responsible for leading a team of senior analysts and analysts tasked with managing and optimizing billing systems and processes for the Americold business. Will have direct responsibility for managing the billing analysis team. The role is expected to work with cross-functional teams to meet internal and external customer needs while ensuring alignment with company billing policies.
What you'll Do
- Team Management : Lead and mentor a team of Customer Account Specialists to resolve billing inquiries efficiently
- Training & Development : Provide ongoing training and development plans focused on personal and professional growth for team members
- Quality Assurance : Review team output to ensure adherence to quality and accuracy standards
- Process Enhancement : Collaborate with various departments (IT, Business Development, Finance, Accounting, Operations) to improve customer account support processes
- Customer Inquiry Management : Establish a system for handling customer billing inquiries and track the resolution process
- Performance Reporting : Develop and report on key metrics to monitor response times and customer satisfaction
- Data Accuracy : Work with operations to ensure accurate data entry, reducing billing discrepancies
- Cross-Functional Collaboration : Coordinate with AR and Claims departments to minimize credit memos and customer claims related to invoicing
What Experience and Education You Need
What Could Set You Apart
Physical Requirements
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The Company makes reasonable accommodations in accordance with applicable law.
What We Offer :
Our associates know the answer to the question What's in it for me? We offer best-in-class benefit programs and continuously work with our associates to ensure that our offerings meet the needs of their health and financial well-being. When you join Americold you join a values-oriented company with a clear mission. We help our customers feed the world.
Americold is an Equal Opportunity / Affirmative Action Employer and complies with applicable employment laws.
EOE / AA M / F / D / V DFW.
About Us
Americold is a global provider of temperature-controlled infrastructure. We partner with farmers and food producers to ensure their perishable and frozen product reaches foods suppliers, restaurants, and your local grocery store without spoilage. Our customers, which include some of the most respected brands in the food industry, rely on our expertise and commitment to safety in order to deliver on their commitments.
