Manager, Ops, Customer Service

Account Manager, Customer Service YUL

We're looking for motivated, engaged people to help make everyone's journeys better.

Position is responsible for communications and operational support for customer accounts as it pertains to customer requirements. This position, which reports to the General Manager and is the primary liaison between the airline customers and the Gate Gourmet operational team.

Essential Duties and Responsibilities:

• Supervise all aspects of account management, including communication with the airline head office, local office where the operational unit is located, and primary account management within Gate Gourmet.
• Ensure compliance with all customer and airline service requirements by maintaining performance on customers as specified in the contract.
• Responsible for developing and maintaining a positive, professional working relationship with both customer and unit management and staff, establishing a clear line of communication at all levels.
• Monitor communications between back-office functions (billing department) and the customer and make recommendations to remedy any disputes that may arise.
• Maintain prompt and effective communications with customers and operations staff to resolve issues and is responsible for developing and maintaining data as it relates to the account.
• Serve as the primary contact for all day-to-day operational communications with the customer as assigned with the ability to develop business relationships which allow for root cause issue resolution.
• Is externally/internally visible to customer by participating in some flight deliveries and interfacing with cabin crew and operations unit.
• Must work with the assigned staff to ensure proper menu specifications and directions are followed.
• Ensures all inventories for equipment and liquor meet customer requirements.
• Responds to airline comments or complaints in a timely manner.
• Responsible for arranging customer visits including meal presentations at the Operations unit.
• Participates in conference calls, meetings, workshops pertaining to the customer & operations.
• Gaining buy-in from multi-level team members.
• Setting reasonable customer satisfaction goals and work with the team to meet them on a consistent basis.
• Ability to obtain Transport Canada Security Clearance in the form of RAIC.

Salary/Salaire - $70,000 to $80,000 gross annual/brut annual

If you want to be part of a team that helps make travel and culinary memories, join us!