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 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.