About Us
Americold is a global provider of temperature-controlled infrastructure. We partner with farmers and food producers to ensure their perishable and frozen products reach food 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.
We are seeking an experienced Customer Service Manager to lead a small team responsible for building strong day-to-day relationships with QSR customers.
About the Role
The Customer Service Manager will oversee daily customer contact and issue resolution for both in-store and field-based customers, while maintaining strong relationships with key head office stakeholders. They will ensure issues are followed up and resolved promptly, delivering an excellent customer experience.
What You’ll Do:
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
What Experience and Education you 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
What Could Set you Apart
Must be a punctual and reliable team member available for 09:00am to 05:00am 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.
What We Offer
At Americold, we recognise that our people are critical to our success. In return for your leadership and expertise, we offer:
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
Apply now and help shape the future of temperature-controlled supply chains with Americold.
Americold is an Equal Opportunity/Affirmative Action Employer and complies with applicable employment laws.
