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Customer service manager

3 months ago

Mississauga Ontario CW, Peel region, Canada Gate Gourmet Canada Full time

We’re looking for motivated, engaged people to help make everyone’s journeys better.

Essential Duties and Responsibilities:

  • Represents assigned customer interests within the unit.
  • Agrees on performance expectations with the commercial team and works with GM/Unit staff to deliver against these expectations.
  • Approves (with GM consent) specialty orders, uplifts, and is responsible for invoice accuracy and timelines.
  • Works closely with the production team to maintain a continuous knowledge of current specifications and customer expectations through routine audits.
  • Ensures supply chain/purchasing has current up-to-date data and supports purchasing requirements.
  • Ensures that all processes and procedures related to specific flights are completed, quality standards are met, and additional revenue opportunities are documented on invoices.
  • Communicates the customer goals and represents the customer interests to the local GGI team.
  • Strong understanding of unit capabilities and services, and effectively communicates all offerings to the client with GM approval.
  • Reports to the GM and/or Account Director, providing regular input on all account activity, including service status and call reports on a weekly basis.
  • Provides coordination between customer and GGI on special events such as Menu Presentation (scheduling, transportation, security, specs available, tent cards, tasting equipment, unit tours, beverages, etc.).
  • Owner of T-minus schedule to facilitate changes and bring all departments together for success.
  • Maintains a professional appearance at all times. Treats the customer with dignity and respect.
  • Full knowledge of any customer-specific requirements in Service Agreement and delivers.

Communication:

  • Daily reconciliation of delays and communications need activities as required.
  • Communicates daily to the GG operations team of any spec changes, performance issues, call backs, inspections, etc., from the previous day. Drives root cause analysis.
  • Weekly recaps of delays vs. targets, FAC’s, and updates with customer on a weekly basis and local station management.
  • Ensures that customer issues are dealt with efficiently, informing the General Manager and Commercial leader (PAM, Local Director) of any problems that may arise.
  • Weekly inventory status checks.
  • Cycle change T-minus chart ownership for airline(s) assigned.
  • Interface with commercial team on a weekly/monthly basis.
  • Responsible for all customer communications, conflict resolution, and compliance on customer deliverables.
  • Provides regular two-way communication between the client and local GGI to provide strong team representation and set proper client expectations.

Coordinate all menu presentations with customer:

  • Confirm specifications issued between all departments (ASG, Chefs, production depts., pricing, etc.).
  • Room properly set up for guests including tent cards for all menu items, including tasting needs.
  • Setup of spec reference for review or questions.
  • Food and beverage coordination with production departments.
  • Coordination of customer visit to the units. Coordinate tours, arrival times, departure times, and transportation if needed.

Inventory Management:

  • Ensures customer inventory sheet is current and up to date with par levels.
  • Manages inventory process taken accurately and on time. Results reviewed before submission to the customer. Communicates to the customer when par levels need to change.
  • Provides customer feedback to help reduce costs through inventory management.
  • Warehouse space management to avoid being a warehouse for obsolete or excessive inventory.
  • Ensures that Customs requirements, GGI Bonded policy, and local Agriculture compliance agreements are implemented.

Quality:

  • Assists internal departments on quality/compliance through weekly specification checks and audits (chef tables, packing diagrams, CCP’s, VSIE process, safety).
  • Compares FACs against goals.
  • Ownership of CSI and drives the process as outlined in GG policy and procedures.

Cost Management:

  • Weekly documented billing checks to ensure items billed.
  • Monthly service order review to ensure all service items captured and aligned with CXP and Sales Force.

Targets:

  • Manages to a customer-specific set of KPIs - reports on performance to the commercial team, agrees performance targets to these KPIs (e.g., delays, complaints, audit results) with Commercial VP and GM.
  • Annual (or quarterly) customer feedback survey on each aspect of the role - communication, inventory management, quality, cost management/invoice accuracy, and customer service orientation.

Education:

  • High School Diploma or GED required with commensurate work experience.
  • Associates degree or diploma from a university or college preferred.

Work Experience:

  • Minimum 3 years of account/project management experience.
  • 3 years of experience in sales, marketing, customer service, or a related field.
  • 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:

  • Proven Account Management skills required to create, maintain, and enhance customer relationships.
  • Extremely detail-oriented.
  • Technical and analytical competence (understanding software, hardware, networks, etc.).
  • Motivated, goal-oriented, persistent.
  • High level of initiative and ability to work well in a fast-paced, team environment.
  • Handles stressful situations and deadline pressures well.
  • Plans and carries out responsibilities with minimal direction.

Communication Skills:

  • Excellent written and oral communication skills.
  • Ability to communicate well with internal and external customers.
  • Bilingual (English/French) a plus.

Certificates, Licenses and Registrations:

  • Valid Driver’s License.
  • Ability to obtain Airport Transport Authority badge required.
  • Ability to obtain Customs Seal for Airport Transport Authority badge required.

Travel:

  • Up to 10% as needed.

Environmental Requirements:

  • Regularly stands, bends, lifts, and moves intermittently during shifts of 8+ hours as needed.
  • In a normal production kitchen facility, there may be physical discomfort due to temperature and noise.
  • Must be able to lift, push, pull, and move product, equipment, supplies, etc., in excess of twenty-five (25) pounds.

Organization Structure:

  • Direct Line Manager (Title): 1 (Sr Mgr, CS, Unit).
  • Dotted Line Manager (Title, if applicable): N/A.
  • Number of Direct Reports: Up to 10.
  • Number of Dotted Line Reports: N/A.
  • Estimated Total Size of Team: TBD.

Demonstrated Competencies to be Successful in the Position:

  • Thinking - Information search and analysis, problem resolution skills.
  • Engaging - Understanding others, team leadership, developing people.
  • Inspiring - Influencing and building relationships, motivating and inspiring, communicating effectively.
  • Achieving - Delivering business results under pressure, championing performance improvement, customer focus.

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Candidates will be required to go through a criminal background check.

gategroup is an equal opportunity employer committed to workforce diversity. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or other grounds under applicable law.

Gate Gourmet Canada Inc. is pleased to accommodate applicants who have a disability up to the point of undue hardship during the recruitment, assessment, and selection process. Please inform our Recruitment Team if you require a disability-related accommodation to participate in the recruitment process.

If you want to be part of a team that helps make travel and culinary memories, join us

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