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Customer Operations Specialist

3 months ago

Mississauga, Ontario, Canada Newrest Full time

And what if your skills were to flourish with us?

About Newrest:

A leader in out-of-home catering across 54 nations, Newrest stands out as the sole entity operating in all areas of catering and associated services. We are recognized globally as a top player in multi-sector catering.

Our dedicated team of 36,000 talented individuals is committed to delivering balanced, diverse, and delicious meals while strictly adhering to hygiene and food safety standards.

Key Responsibilities:

  • Customer Relationship Management: Overseeing customer accounts and serving as the primary contact. Addressing customer communications, including inquiries and feedback. Engaging regularly with station managers, airline representatives, and corporate partners.
  • Operational Planning and Service Excellence: Guaranteeing outstanding service delivery by following Newrest's established protocols. Structuring business operations to identify and prioritize essential tasks. Monitoring production processes to ensure quality and compliance with customer specifications.
  • Documentation and System Management: Creating, updating, and maintaining all documents related to contract execution support. Managing data entry in the Winrest IT system and providing training to staff on its functionality. Keeping operational manuals and pricing lists up to date.
  • Collaboration and Internal Coordination: Working closely with the Executive Chef for recipe management. Summarizing Catering Agreements and communicating with relevant departments. Supporting the Quality Assurance Department and participating in client quality audits. Ensuring effective internal and external communication.
  • Financial and Performance Monitoring: Updating and managing the Account PNL in partnership with the Commercial Director. Tracking customer performance and notifying the Commercial Department of any issues or discrepancies. Overseeing the invoicing process and maintaining current financial details.
  • Marketing and Customer Engagement: Developing marketing materials for customer meetings and presentations. Organizing food tastings and managing customer-specific events. Providing training in customer-specific software and addressing related issues.
  • Market Intelligence and Strategic Communication: Gathering information on airport activities, new airlines, and potential business opportunities. Communicating strategically with the Sales Director and Global Account Director regarding significant events or changes.

The Customer Operations Specialist should maintain all key information and serve as the go-to person within the Newrest organization for any inquiries related to Customer Agreement requirements, modifications, deadlines, standard formats, SOPs, contractual terms, etc. They will ensure that all key members of the organization are informed and possess all relevant information for the successful execution of contracts.

Profile:

  • Previous experience in hospitality, the airline industry, or aviation-related fields is essential.
  • Exceptional interpersonal skills, professional appearance, and effective communication skills over the phone.
  • Strong client relationship management abilities and a high level of commitment.
  • Experience in business relationships and client partnerships.
  • Familiarity with inflight catering is a plus.
  • Additional language skills are highly valued.
  • Ability to thrive under pressure in a fast-paced environment.
  • A college diploma or bachelor’s degree in management, business, hospitality, or marketing is advantageous.
  • Methodical and organized approach.
  • Leadership qualities.
  • Proficiency in Excel and financial knowledge.
  • A valid driving license is required.