Customer Service Manager

3 weeks ago


Montréal, Canada Newrest Full time

En tant que responsable commercial de la filiale, vous êtes l'interface entre les clients de notre compagnie aérienne et l'équipe interne
- Vous vous assurez que toutes les informations (horaires de vol, manuels, changements de menus et autres instructions...) sont distribuées à toutes les personnes "clés" de l'unité.
- Veiller à ce que les informations soient clairement comprises, complétées et appliquées par tout le monde
- Contrôler de manière intensive la conformité de la préparation et de la fourniture des services convenus (contrôles de vol, tables de chef...).
- Veiller à ce que la facturation soit correcte : tous les articles sont facturés au bon prix.
- Entretenir d'excellentes relations avec les parties prenantes afin de conserver et de créer une relation opérationnelle et commerciale unique.
- Assurer une communication opérationnelle interne/externe centralisée et fluide entre l'unité et les clients.
- Contrôler et surveiller les commentaires de l'équipe : réponse adéquate dans les 24h00.
- Assurer la bonne exécution des actions correctives.
- Créer des relations commerciales avec de nouveaux clients, permettant la signature de nouveaux contrats.
- Veiller à ce que le tableau de bord de la qualité de la compagnie aérienne soit maintenu.
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- As the commercial manager in the subsidiary, you are the interface between our airline’s customers and the internal team
- You will ensure all information (flight schedules, manuals, menu changes and any other instructions...) is distributed to all "key" people of the unit
- Ensure information is clearly understood, completed and applied by everyone
- Intensively control the compliance of the preparation and delivery of agreed services (flight checks, chef tables ).
- Ensure billing is correct: all items are charged at the right price.
- Provide excellent relationship with Stakeholders to retain and create a unique operational and commercial relationship.
- Provide centralized and fluid external / internal operational communication between the unit and clients.
- Control and monitors the crew comment: adequate response within 24h00.
- Ensure proper execution of corrective actions.
- Create business relationships with new customers, allowing the signing of new contracts.
- Ensure that the airline quality dashboard is maintained.
- Au moins deux ans d'expérience dans des postes commerciaux ou de service à la clientèle.
- Une expérience dans des sociétés de restauration est obligatoire
- Une expérience préalable dans les services à la clientèle des compagnies aériennes est appréciée
- Anglais et français courants
- Orientation client, empathie, capacité de négociation, constance, travail sous pression, sens des résultats.
- La satisfaction du client sera votre priorité
- Souci du détail
- Soucieux du respect des règles à tout moment
- Résistant aux situations de stress
- Bien organisé(e), rigoureux(se) et méthodique, mais flexible pour s'adapter aux contraintes locales
- Sensibilité commerciale
- Personnalité pragmatique
- Excellente maîtrise de l'outil informatique (Office Suite)

**A PROPOS DE NEWREST**:
Spécialiste de la restauration hors foyer dans 54 pays, et seul acteur à intervenir dans tous les secteurs de la restauration et des services associés, Newrest est l'un des leaders mondiaux de la restauration multisectorielle.

Nos 36 000 collaborateurs engagés et talentueux mettent tout en œuvre pour offrir aux consommateurs des repas équilibrés, diversifiés et savoureux tout en respectant scrupuleusement les normes d'hygiène et de sécurité alimentaire.
--------------------------------------------------------------------------------------------------------------------------------------------------------- Minimum 2 years of experience in commercial or customer services positions
- Experience in catering companies is mandatory
- A previous experience on Airlines customer services is appreciated
- English and French fluent
- Customer focus, empathy, negotiation skills, constancy, work under pressure, results oriented
- Client satisfaction will be your priority
- Attention to detail
- Focussed on compliance at all time
- Resilient to stressful situations
- Well organized, rigorous and methodical yet flexible to adapt to local constraints
- Commercial awareness
- Hands on personality
- Excellent computers skills (Office Suite)

**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.



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