Customer Service Manager

4 days ago

Toronto, Canada Newrest Full time

**ABOUT NEWREST**:
Specialist in out-of-home catering in 54 countries, and the only player to intervene in all sectors of catering and related services, Newrest is one of the world leaders in multi-sector catering.

Our 36,000 committed and talented employees do what is necessary to offer consumers balanced, diversified and tasty meals while scrupulously respecting hygiene and food safety standards.

**Responsibilities**:
**1. Strategic Implementation and Business Development**:

- Implementing commercial strategies and business development initiatives.
- Achieving sales and profit objectives as per Newrest's policies.

**2. Customer Relationship Management**:

- Managing customer accounts and acting as the main point of contact.
- Handling customer communications, including complaints and feedback.
- Regular interaction with station managers, airline representatives, and corporate contacts.

**3. Operational Planning and Service Excellence**:

- Ensuring excellent service provision by adhering to Newrest's protocols.
- Organizing business operations to identify and prioritize key tasks.
- Monitoring production processes for quality and compliance with customer requirements.

**4. Documentation and System Management**:

- Preparing, updating, and maintaining all contract execution support documents.
- Managing data input in the Winrest IT system and training staff on its use.
- Keeping operational manuals and price lists current.

**5. Collaboration and Internal Coordination**:

- Collaborating with the Executive Chef for recipe management.
- Summarizing Catering Agreements and informing relevant departments.
- Assisting the Quality Assurance Department and attending client quality audits.
- Ensuring efficient internal and external communication.

**6. Financial and Performance Monitoring**:

- Updating and managing the Account PNL in collaboration with the Commercial Director.
- Monitoring customer performance and informing the Commercial Department of any issues or deviations.
- Managing the invoicing process and keeping financial details current.

**7. Marketing and Customer Engagement**:

- Preparing marketing materials for customer visits and presentations.
- Organizing food tastings and managing customer-specific events.
- Training in customer-specific software and managing related issues.

**8. Market Intelligence and Strategic Communication**:

- Collecting information on airport activities, new airlines, and potential business opportunities.
- Communicating strategically with the Sales Director and Global Account Director about significant events or changes.

The CSM should have all the key information updated and should be the one to whom any person within Newrest Toronto organization will refer for any question regarding the Customer Agreement requirements, modifications and updates, dead-lines, standard formats, SOP’s, contractual terms, etcand he will be the one who guarantee that all the key members of the structure are aware and have all the relevant information for the good execution of the contract.

**PROFILE**:

- Prior experience in hospitality, airline industry or aviation related is required.
- Excellent interpersonal skills, professional physical appearance, good communication skills over the phone.
- Strong client relationship abilities, strong commitment.
- Experience in business relationship & client partnerships.
- Experience in inflight catering is an asset.
- Any additional language skills highly appreciated.
- Be able to handle pressure in a fast paced environment.
- College diploma or bachelor in management / business / hospitality / marketing is an asset.
- Methodic and organized.
- Leadership.
- Excel and finance knowledge.
- Valid driving license required.

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