Sr Customer Service Representative

Join the Cold Chain That Feeds the World. For over 120 years, Americold has connected producers, processors, distributors, and retailers to ensure food stays safe, fresh, and accessible. With 240+ facilities across four continents and 14,000+ team members, we’re a global leader in temperature‑controlled logistics. Our mission is to help our customers feed the world – and we’re looking for people who share that purpose.

We value customer service, innovation, and inclusion, and we invest in our people’s growth and well-being.

Respond to inquiries, process orders, and handle complaints in a prompt, courteous, and efficient manner. Other responsibilities include greeting visitors, answering the phone, scheduling, and various clerical duties. May handle and resolve complaints. The senior representative 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 special requests, expediting orders, tracking orders, and posting inventory records.
• Ensure proper invoicing of accounts by verifying computer‑generated invoices.
• Provide clerical support, including paperwork oversight, file maintenance, answering phones, operating office equipment, 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 and arrive on time for assigned shift.
• Perform other duties as required and assigned.
• Maintain and ensure favorable contacts with customers.
• Coordinate recalls, national holds, item master maintenance, and reporting 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 simultaneously.
• Flexibility and initiative.
• Experience working with challenging customers.
• Excellent communication skills.
• Strong problem‑solving skills.
• Understanding of customers’ specific needs and product handling requirements.
• Proficiency with Warehouse Management Systems and Microsoft Office Suite.
• Accurate typing and data entry skills.

• Ability to sit for long periods of time with frequent interruptions.
• Requires several hours per day of sitting, standing, and reaching or bending.
• Requires manual dexterity with normal hand and finger movements for typical office work.
• Talking, hearing, and seeing are important for completing assigned tasks.
• May require travel by automobile and airplane for business.
• May require visiting facilities operating at temperatures below freezing.
• May carry loads related to travel and occasionally lift, carry, or move objects weighing up to 20 pounds.
• Requires use of various electronic tools.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Americold offers best‑in‑class benefit programs and continuously works with associates to ensure our offerings meet the needs of health and financial well‑being. We provide medical, dental, vision insurance; STD/LTD coverage; 401(k) with company match; FSA; life insurance; EAP; paid time off; and more. Benefits may vary by position and collective bargaining agreements.

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