Customer Service Manager

5 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

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