Customer Service Manager

7 months ago

Mississauga, Canada Gate Gourmet 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 (w/GM consent) specialty orders, uplifts, and responsible for invoice accuracy and timelines.
- Works closely with the production team in order 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 support purchasing requirements.
- Ensures that all processes and procedures related to specific flights are completed, quality standards are met, and additional revenue opportunities documented on invoice.
- 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 w/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 bringing 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. (pages 3&4)

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 previous day. Drives root cause analysis.
- Weekly recaps of delays vs. targets, FAC’s, and Update with customer on weekly basis and local station management.
- Ensures that customer issues are dealt with in an efficient manner, 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 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 spec issued between all depts. ASG, Chefs, production depts., pricing, etc.
- Room properly set up for guests include tent cards for all menu items, include tasting needs.
- Setup of spec reference for review or questions.
- Food and beverage coordination with production depts.
- Coordination of customer visit to the units. Coordinate tours, arrival times, departure times, transportation if needed.

Inventory Management
- Ensures customer inventory sheet to be current and up to date par levels.
- Manages inventory process taken accurately and on time. Results reviewed before submission to the customer. Communicate to the customer when par levels need to change.
- Provides customer feedback to help customer reduce costs through inventory management.
- Warehouse space, issue here is to not be a warehouse for obsolete or excessive inventory.
- Ensures that Customs requirements, GGI Bonded policy and local Agriculture (compliance agreement) are implemented

Quality
- Assist internal department 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 KPI’s - reports on this performance to the commercial team, agrees performance targets to these KPI’s (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 (does the customer view this role as representing their interests in the unit)

**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 or customer service

  • Customer Care Lead

    4 days ago

    Mississauga, Canada Epiroc Customer Center Full time

    _**Customer Care Lead - Mississauga, ON**_ **RESPONSIBILITIES**: Provide technical/commercial parts support to our customers Handle incoming calls related to consumables, parts, service and equipment prices and delivery of orders Respond to inquiries of stock balance, pricing, lead time, delivery, parts information, specifications, availability inquiries,...

  • Customer Service Representative

    2 weeks ago

    Mississauga, Canada national tire sales & service Full time

    **Position title**: Customer Service Representative As a Customer Service Representative you will be the first point of contact for customers and you will provide administrative support across the office. You will handle the flow of people through the tire shop and ensure that all receptionist responsibilities are completed accurately and delivered with...

  • Customer Service Representative

    3 days ago

    Mississauga, Canada national tire sales & service Full time

    **Position title**: Customer Service Representative As a Customer Service Representative you will be the first point of contact for customers and you will provide administrative support across the office. You will handle the flow of people through the tire shop and ensure that all receptionist responsibilities are completed accurately and delivered with...

  • Customer Service Advisor

    4 days ago

    Mississauga, Canada VP Automotive Service Center Full time

    **About us** VP Automotive Service Center Providing Automotive Service Expertise for over 20 years. **Description**: The customer service advisor is the first point of contact for our clients. Therefore, this position requires strong customer service skills, good technical knowledge. The day to day responsibility is to ensure an excellent customer...

  • Automotive Service Advisor

    4 months ago

    Mississauga, Canada VP Automotive Service Center Full time

    **About us** VP Automotive Service Center Providing Automotive Service Expertise for over 20 years. **Description**: The customer service advisor is the first point of contact for our clients. Therefore, this position requires strong customer service skills, good technical knowledge. The day to day responsibility is to ensure an excellent customer...

  • Automotive Service Advisor

    7 months ago

    Mississauga, Canada VP Automotive Service Center Full time

    **About us** VP Automotive Service Center Providing Automotive Service Expertise for over 20 years. **Description**: The customer service advisor is the first point of contact for our clients. Therefore, this position requires strong customer service skills, good technical knowledge. The day to day responsibility is to ensure an excellent customer...

  • Service Manager

    2 months ago

    Mississauga, Canada Wilcox Door Service Inc. Full time

    **Job Posting: Service Manager**: - Wilcox Door Service Inc._ Are you an experienced and proactive leader ready to oversee a high-performing service team? Wilcox Door Service Inc., a trusted name in industrial door and dock solutions, is looking for a skilled **Service Manager** to lead our service operations, ensure customer satisfaction, and drive...

  • Dispatcher/customer Service Representative

    4 months ago

    Mississauga, Canada Toronto Appliances Service Ltd. Full time

    *Job Summary* As a Customer Service Representative, you will play a crucial role in ensuring customer satisfaction by providing exceptional service and support. You will be the primary point of contact for customers, handling inquiries, resolving issues, and coordinating with internal teams to meet customer needs. *Responsibilities* - Utilize knowledge of...

  • Account Manager

    7 months ago

    Mississauga, Canada Berg Industrial Service Full time

    We currently have a permanent opportunity for an Account Manager, reporting to the Service Sales Manager. This position will be based out of our Mississauga, ON location. If you are entrepreneurial, want to contribute to the success of a growth focused company, and a team player that thrives on challenges in a fun, fast paced environment, this is the...

  • Customer Service Manager

    3 months ago

    Mississauga, Canada Fuzion Flooring Full time

    **Fuzion Flooring - Customer Service Manager (FULL TIME)** **Reporting to - Vice President, Operations** **Fuzion Flooring** is a North American distributor of luxury flooring with its head office in Mississauga, Ontario. At Fuzion, we are committed to going beyond expectations to offer a product, service and experience start-to-end. We are: -...

  • Customer Service Manager

    2 weeks ago

    Mississauga, Canada STM Display Sales Inc. Full time

    Customer Service Manager **JOB SUMMARY**: Your primary role will entail leading the customer service team in how they respond and provide customers support in a professional and timely manner. Emphasis will be on identifying areas of improvement for customer experience, cross-training, service efficiencies and inter-department effectiveness. This is a...

  • Manager - Customer Service

    1 day ago

    Mississauga, Canada Wesco Full time

    As the Manager - Customer Service, you will manage a team responsible for ensuring customer service levels are met or exceeded. You will establish efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction. You will monitor and measure service metrics and utilize the data to develop...

  • Customer Service Manager

    3 months ago

    Mississauga, Canada UN-NAMED Full time

    **Job Overview** **Duties & Responsibilities** - Oversee the tasks performed by the Customer Service / Warranty Support staff - Interact directly with Curtis customers to handle consumer warranty claims and issues - Develop and maintain customer service policies and procedures. - Oversee the outsourced contact center achievements and maintenance of agreed...

  • Customer Service Manager

    2 months ago

    Mississauga, Canada Qualitrol Full time

    **This is an outstanding place to work!** It all starts with the people. You will love working with colleagues who have a genuine desire to innovate and seek out complicated problems. We each come into work every day trying to make the organization a little better than it was the day before. We ask the tough questions and push each other to be courageous....

  • Customer Service Representative

    2 weeks ago

    Mississauga, Canada E-Link Electronics Service Centre Full time

    **Samsung - CSR Position** Our team is growing Samsung team as we are seeking a full time Customer Service Representative to join our dynamic team. The individual will be part of the Csr team and responsible as main key person between our service facility and customers. Full time - Monday thru Saturday (9-5pm) Job description: - Receive customers at our...

  • Customer Service Manager

    1 month ago

    Mississauga, Canada Qualitrol Full time

    This is an outstanding place to work! It all starts with the people. You will love working with colleagues who have a genuine desire to innovate and seek out complicated problems. We each come into work every day trying to make the organization a little better than it was the day before. We ask the tough questions and push each other to be courageous. This...

  • Customer Service Manager

    3 days ago

    Mississauga, Canada Cardinal Couriers Ltd. Full time

    **About the Position**: Reporting to the Vice President of Operations, the Customer Service Managers' mission is to establish a customer service strategy that compliments the business’ process. This position will be integral to achieving customer satisfaction objectives and managing our team of successful customer service members. An in depth understanding...

  • Crane Service Technician

    3 days ago

    Mississauga, Canada SOS Customer Services Inc. Full time

    Work Term: Permanent - Work Language: English - Hours: 40 to 60 hours per week - Education: No degree, certificate or diploma - Experience: 2 years to less than 3 years **Work site environment**: - Outdoors - Non-smoking - Cold/refrigerated - Dusty - Hot - Noisy **Work setting**: - In shop - On-site customer service **Tasks**: - Troubleshoot and inspect...

  • Manager - Customer Service

    7 months ago

    Mississauga, Canada National Bank of Canada Full time

    As a Customer Service Manager, you'll be responsible for supporting and helping transaction service employees make a positive impact in people’s lives while also enabling your team to grow professionally. You'll play a leadership role by helping the Branch Manager make sure the **two branches in Mississauga (**Britannia and Eglinton East - **03411 and...

  • Customer Service Manager

    14 hours ago

    Mississauga, Canada TW Full time

    Company Description At UAP, we believe we don’t just deliver car and heavy vehicle parts all around the country; we also help keep Canadians moving **forward**. To do so, we have a team of finance experts to make sure everything balances. Join a special kind of workplace. We have the experience and strength of our 100-year legacy and the desire to always...