Commercial Customer Account Specialist

Americold•Atlanta, GA

About The Position

Primary Responsibility: To improve customer experience by supporting internal and external clients across Americold sites. Ensure that tickets are getting resolved within the SLA, including on-call support. The team will navigate and assist in resolving issues related to billing discrepancies, disputes, and credit memo requests. The team will work closely with other Operational and IT resources, including the Operations, Training, Support, EDI, Development, and Architecture teams, to ensure a quality WMS product is delivered. What you’ll Do: • Serve as the first point of contact for customer billing inquiries. • Ensure all customer invoices and supporting documentation are properly prepared and distributed to customer contacts in a timely and accurate manner. • Route customer inquiries to the proper teams for issue resolution through a ticketing-based system. • Manage billing portals between customers and Americold; troubleshoot any issues as required. • Maintain continual communication between Accounting, Finance, Business Development, and Operations regarding changes to existing customers, warehouse and transportation disputes, and billing issues. • Monitor service level expectations of these groups and escalate to management as needed. • Perform all Sarbanes-Oxley compliant procedures to gather, approve, and maintain all resolution to customer issues. • Identify and escalate possible process improvement ideas. • Monitor personal productivity levels, ensuring that all team service levels are met. • Other duties as requested.

Requirements

3+ years of customer service, accounting, and/or financial management experience, either with internal or external customers.
Strong computer skills. Proficient with MS Outlook, Office, including Word, PowerPoint, and Excel.
Accurate typing and data entry skills.
Competent in math and reading comprehension.
Basic accounting skills preferred.
Experience with Salesforce, SAP, TMS, WMS, and/or AS400 preferred.
Strong organizational skills and the ability to multitask are required.
Excellent communication, interpersonal, and presentation skills.
Demonstrates an uncompromising level of integrity and code of ethics and maintains a high degree of confidentiality.

Nice To Haves

Bachelor’s Degree or equivalent experience strongly preferred.
Experience in the food industry, warehousing, or transportation industry preferred.
Ability to communicate professionally, both written and verbally.
Ability to work in a matrix-managed environment, experience with balancing requests from multiple managers.
Develop strong, sustainable working relationships with internal teams.

Responsibilities

Serve as the first point of contact for customer billing inquiries.
Ensure all customer invoices and supporting documentation are properly prepared and distributed to customer contacts in a timely and accurate manner.
Route customer inquiries to the proper teams for issue resolution through a ticketing-based system.
Manage billing portals between customers and Americold; troubleshoot any issues as required.
Maintain continual communication between Accounting, Finance, Business Development, and Operations regarding changes to existing customers, warehouse and transportation disputes, and billing issues.
Monitor service level expectations of these groups and escalate to management as needed.
Perform all Sarbanes-Oxley compliant procedures to gather, approve, and maintain all resolution to customer issues.
Identify and escalate possible process improvement ideas.
Monitor personal productivity levels, ensuring that all team service levels are met.
Other duties as requested.