Sr Customer Service Representative

Primary Responsibility

Respond to inquiries, process orders, and handle complaints promptly, courteously, and efficiently. Other responsibilities include greeting visitors, answering telephone calls, scheduling, and performing various clerical duties. May also handle and resolve complaints. The Senior is the primary point of contact for National Accounts across multiple sites.

• Respond to all customer inquiries and complaints concerning work orders, shipments, inventory counts, etc.
• Report customer feedback to management.
• Act as liaison between customer and warehouse for account administration, invoicing, and credit changes.
• Generate all paperwork/information required for customer work orders, including checking special requests and expediting orders where necessary, tracking orders and posting inventory records.
• Ensure proper invoicing by verifying computer‑generated invoices.
• Provide clerical support including overseeing paperwork, maintaining files, answering phones, operating office equipment/computers, and greeting visitors.
• Schedule loads as required.
• Maintain updated reports to ensure all loads are empty and closed.
• Resolve refused product, over, short and damaged (OS&D) orders.
• Follow attendance policy, show up for work on time and ready for assigned shift.
• Perform other duties as required and assigned.

• Maintain and ensure favorable contacts with customers.
• Coordinate recalls, national holds, item master maintenance, reporting, etc., across multiple sites.
• Participate in training and coaching on customer service functions.
• Provide coaching and direct customer service work in applicable locations.

• High school diploma or general education degree (GED) preferred.
• 2-4 years of work‑related experience.

• Ability to work in a fast‑paced environment.
• Ability to handle multiple tasks at the same time.
• Flexibility and initiative.
• Experience working with challenging customers.
• Excellent communication skills.
• Strong problem‑solving skills.
• Understand the specific needs and requests of customers, the nature of their product and storage and handling needs.
• Must be able to relate to other people beyond giving and receiving instructions: they must get along with co‑workers without exhibiting behavioral extremes; perform work activities requiring reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to criticism from a supervisor.
• Knowledge of Warehouse Management Systems.
• Knowledge of Microsoft Office Suite.
• Desktop computers.
• Accurate typing and data entry skills.

• Requires the ability to sit for long periods of time, with frequent interruptions.
• Requires several hours per day of sitting, getting up and down from chairs, and reaching or bending.
• Requires manual dexterity with normal hand and finger movements for typical office work.
• Talking, hearing, and seeing are important elements of completing assigned tasks.
• May require travel by automobile and airplane up for business.
• May require a visit facility operations in temperatures at or below freezing.
• May carry loads related to travel and occasionally lift, carry, position, or move objects weighing up to 20 pounds.
• Requires the use of various electronic tools.
• Requires the ability to relate to others beyond giving and receiving instructions: must partner with colleagues without exhibiting behavioral extremes.
• Requires the performance of work activities including reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to constructive feedback from executive management.

The Company’s good‑faith and reasonable estimate of the range of possible compensation at the time of posting for this position is $20.00 to $24.00 hourly.

Americold is an Equal Opportunity/Affirmative Action Employer and complies with applicable employment laws. EOE/AA M/F/D/V DFW.