Supervisor, Customer Service

Primary Responsibility:

Maintains and enhances customer services by organizing and evaluating service and delivery systems and procedures; supervising staff.

Essential Functions:

• Investigate problems and find solutions.
• Communicates with customers via phone and e-mail.
• Handles major incidents that cannot be handled by customer service representatives.
• Analyze data and statistics, compile and print reports.
• Coordinate and communicate with management and Kroger officials on a daily basis following up on problems, concerns and customer service initiatives.
• Isolate and identify areas of operational improvement and implement solutions.
• Supervise customer service staff, trains, instructs, evaluate workers performance.
• In charge of accounts payable, receivables and works with the Site Controller daily.
• Handles all ordering of office supplies for entire facility.

Qualifications & Experience:

• Bachelor's Degree or equivalent experience
• 3+ years of knowledge and experience with operating a security program
• Investigative experience
• Must have excellent verbal and written communication skills
• Ability to interact with all levels of management and staff
• Good conflict resolution skills
• Must be able to maintain a professional manner and effectively handle all situations
• Knowledge of Warehouse operations

Knowledge, Skills and Abilities:

• Must have patience and leadership skills
• Able to diffuse difficult situations
• Decision making abilities that keep the company and the customer satisfied
• Accounts payable, receivable experience
• Able to handle multiple tasks at once in a fast paced environment

Physical Requirements:

• 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 lifts, carries, positions, or moves 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

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. If you’re ready to make a meaningful impact in a company that puts people first, Americold is the place for you.