Customer Experience Manager

Customer Experience Manager

Established in 2022, RealCold was founded to address the unmet needs of the food cold chain sector. By combining high-growth strategic locations, state-of-the-art facilities, and exhaustive offerings that include traditional storage programs and diverse value-added services (including DTC), the company has positioned itself as a collaborative and integrated provider for food retailers, producers, and distributors. This mission is reinforced through its highly bespoke solutioning and customer-centric approach. The RealCold platform operates a national, omni-channel network, inclusive traditional storage offerings, as well as comprehensive direct-to-consumer program, which can reach the majority of U.S. consumers within 1- or 2-day ground service. For more information on RealCold, please visit www.realcold.com.

The RealCold Customer Experience Manager will report to the Sr. Director of Strategic Partnerships and ensures that customers have a positive experience. This manager will also assist in driving sales and creating and implementing strategies to enhance the customer experience across all touchpoints. This team member will foster open communication and value in external and internal business partnerships.

Responsibilities:

• Builds and maintains a network of sources from which to identify new sales leads.
• Developing and implementing strategies that optimize customer satisfaction.
• Communicates with customers and leads to identify and understand their products and service needs; identifies options to meet customer’s needs.
• Manages key accounts as the primary contact for assigned contacts to establish relationships.
• Ensures customer satisfaction through ongoing communication and relationship management; resolves any issues that may arise post-onboarding.
• Analyzing customer feedback and market research and using that information to make improvements.
• Implementing customer retention campaigns and customer loyalty programs.
• Builds communication alignment between customers, pricing, facilities and the sales team.
• Maintains communication with existing and previous customers, alerting them of new locations, services, and enhancements that may be of interest.
• Maintains detailed reports of sales activities including calls, orders, sales, lost business, and any customer relationship problems.
• Coordinate with other departments to ensure consistency and satisfaction across locations.
• Performs other duties as assigned.

Skills & Requirements:

• Strong knowledge of B2B, D2C, Cold Storage, Supply Chain and Warehouse Environment
• Minimum of 2-5 year of experience in a warehouse or cold storage environment
• Excellent communication (verbal, written & listening), interpersonal and customer service skills.
• Ability to relate and explain cross functionally to internal and external customers.
• General knowledge of food supply chain industry
• Ability to function well in a fast-paced environment
• Excellent time management, organizational skills and attention to detail.
• Proficient with Microsoft Office Suite or related software.
• Proficient with HubSpot
• Bachelor's degree in marketing, Sales, Business, or related field or equivalent work experience.
• Located in Central Florida, DFW, or Austin, TX.

Physical Requirements:

• Prolonged period working in a warehouse environment on occasion
• Walking for up to 4 hours a day
• Standing in a warehouse on a concrete floor or up to 2 hour a day
• Prolonged periods sitting at a desk and working on a computer.

Competencies

• Business Acumen
• Time Management
• Communication
• Collaboration
• Customer Service
• Negotiation

RealCold is an Equal Employment Opportunity Employer. We believe in providing employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.