At Americold, customer service isn’t just a function—it’s a direct reflection of who we are and how we operate. While other cold storage providers are outsourcing their customer service, we’ve made a different choice. We keep our customer support in-house because we believe real people who know our business, and our customers’ businesses, are essential to delivering real results.
Putting Customers First, Always
At Americold, customer service is not a transaction—it’s a relationship. And those relationships are built by our dedicated associates who understand our facilities, our processes, and most importantly, our customers’ needs.
Our mission is to help our customers feed the world. That responsibility starts with our commitment to delivering best-in-class customer service and experiences. Every touchpoint is an opportunity to demonstrate our core values: customer service, accountability, integrity, teamwork, and giving back.
“At Americold we make every decision through the lens of our core values and customer service is at the top of that list. While others see customer service as an area where they can cut costs and save money, we’re looking at it in the exact opposite way. We think doubling down and investing in the customer experience is the best thing for the business long term,” said Rob Chambers, President of Americold.
In-House Support, On-Site Expertise
We don’t outsource because we know the best service comes from within. When our customer support is directly embedded in our facilities, they know the product, they know the customer’s business, and they know how to respond quickly and effectively.
Our model allows for:
- Fast response times
- Accurate, tailored support
- Strong relationships built on trust and familiarity
Working as One: Stronger Teamwork
Exceptional service isn’t a one-person job—it’s a collaborative effort across departments. From operations to customer care, our associates work together every day to deliver seamless service. By bringing our teams closer to the customer, we foster a culture of continuous collaboration, quick availability, and unique understanding that is personal to the customer.
Looking Ahead: Staying True to Our Values
As the industry evolves, our approach remains the same: stay true to our values, support our customers with excellence, and always put our customers first. It’s not just a strategy—it’s a reflection of our values. Because at Americold, we believe that great service isn’t just delivered. It’s lived.