Customer Service Manager - Operations
Gate group is a leading global provider of products, services and solutions related to a passenger’s onboard experience. We specialize in catering and hospitality, provisioning and logistics; and onboard products and services to companies that serve people on the move.
Gate Gourmet has been serving the airline industry for more than 70 years and has become the world’s largest independent provider of airline catering and logistics. We prepare tens of thousands of tasty, nutritious passenger meals and snacks daily and reliably service more than 2 million flights a year in “last mile” operations worldwide.
Position Summary :
Position is responsible for supporting the operational unit with meeting customer requirements and needs. This position will act as the liaison between the airline customer and the Gate Gourmet operational unit.
Essential Duties and Responsibilities :
•Oversees all aspects of account management, including communication with the airline head office and local airport office where the operational unit is located.
•Ensures compliance with all customer and airline service requirements by maintaining performance on customers as specified in the contract.
•Responsible for developing and maintaining a good, professional working relationship with both customer and kitchen staff, establishing a clear line of communication at all levels.
•Monitors communications between the billing department and the customer.
•Provides account-specific training to Unit personnel as required. Ensures that all kitchen personnel are trained on all type of customer aircraft, have current loading diagrams and configurations.
•Maintains prompt and effective communications with customers and operations staff to resolve issues.
•Monitors unit performance and takes a proactive position in ensuring that quality service standards, unit hygiene, HACCP, billing accuracy, and inventories are maintained at the highest level.
•Serves as the primary contact for all day to day operational communications with the customer as assigned with the ability to develop business relationships which allow for root cause issue resolution.
•Acts as the single point of contact with the airline and should be available on call to respond to customer phone calls, e-mails, and telex inquiries.
•Participates in a minimum of three (3) flight deliveries per week to assist cabin crew and operations unit.
•Must work with the assigned Chef to ensure proper menu specifications and directions are followed.
•Ensures all inventories for equipment and liquor meet customer requirements.
•Responds to airline comments or complaints in a timely manner with a 48 hour period from the time the comment/complaint was received.
•Responsible for arranging customer visits including meal presentations at the Operations unit.
•Participates in weekly conference calls with the Director, Sales to discuss airline issues.
Work Experience :
· 3 years experience in sales, marketing or customer service or a related field.
· Working knowledge of billing and/or invoicing process and procedures.
· Experience working in the airline industry is preferred.
· Experience working in the catering or food service industry is preferred.
· Experience working with SAP preferred.
Job Skills :
· Strong customer service skills.
· Dedication to excellence and a strong work ethic.
· Attention to detail.
· Strong problem solving and analytical skills.
· Proficiency with MS Excel, Word Access and Power point.
Communication Skills :
· Excellent written and oral communication skills.
· Ability to communicate well with internal and external customers.
Certificates, Licenses and Registrations :
· Valid Drivers License.
· Ability to obtain Airport badge is required.
Environmental Requirements :
•This role is part of a 24 hrs a day 7 days a week operation which will require shift work.
•Rotating shifts are employed which will require agents to work morning, afternoon or evening shifts depending on rotation schedule.
•This will require individuals to work over weekends and potentially statutory holidays.
•On-time attendance is a key part of this role and will weigh heavily into performance assessment.