Senior Manager, Ops, Customer Service

Discover the Difference You Can Make at Gate Gourmet

Gate Gourmet, a Gate Group company, is the world's largest independent provider of catering and provisioning services for the airline industry. For the past 70 years, we have served over 250 carriers in more than 30 countries. Gate Gourmet combines culinary expertise with the highest standards of food safety and production to deliver delicious, healthy, and affordable meals to over 270 million travelers around the globe.

Position Summary

Position is responsible for directing all communications and operation for all accounts as they directly pertain to meeting customer requirements and needs. This position reports to the General Manager, is the primary liaison between the airline customers and the Gate Gourmet operational unit.

What We're Looking For

We're seeking a dynamic professional who has a passion for customer service. A charismatic problem solver who can be a key point of contact for our customers and one who asks as a liaison to supersede customer expectations.

Essential Duties and Responsibilities

• Oversees 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.
• Ensures compliance with all customer and airline service requirements by maintaining performance on customers as specified in the contract.
• Responsible for mentoring and supervisory of direct reports which would include Customer Service Managers, Customer Service Representatives, and other operational support staff.
• 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.
• Monitors communications between back office functions (billing department) and the customer and is authorized to make recommendations to remedy any disputes that may arise.
• Provides account-specific training to Unit management and personnel.
• Ensures that all kitchen personnel is trained on all type of customer aircraft, maintains current loading diagrams and configurations and any other data as it relates to the key accounts.
• Maintains 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.
• Monitors unit performance and takes a proactive position in ensuring that quality service standards, unit hygiene, HACCP, billing accuracy, and inventories is maintained at the highest levels and is responsible for performing data trending analysis.
• Problem solves and makes recommendation to the outcome of the root cause at the operations level.
• Serves 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.
• Acts as the single point of contact with the airline and should be available on call to respond to customer phone calls, e-mails, and telex inquiries.
• Is externally/internally visible to customer by participating in flight deliveries and interfacing with cabin crew and operations unit.
• Must work with the assigned Chef 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 with a 48 hour period from the time the comment/complaint was received.
• Responsible for arranging customer visits including meal presentations at the Operations unit.
• Participates in conference calls, meetings, workshops pertaining to the customer, marketing, Sales, operations which pertain to airline issues and content.
• Gaining buy-in from multi-level team members
• Handling complaints from team and customers and tracking performance base and carry out
• Setting reasonable customer satisfaction goals and work with the team to meet them on a consistent basis
• Interacting with customers on a daily basis responding to their questions and coming to an amicable resolution
• Meeting with other managers to discuss possible improvements and or functions of department
• Involvement in staff recruitment and appraisals

Education

Bachelor degree required

Work Experience

Minimum 5 years experience in sales, marketing or customer service or a related field. Previous working a in a fast paced, time sensitive environment

Working knowledge of billing and/or invoicing process and procedures. Experience working in the airline industry is preferred

Experience working in the catering or food service industry is preferred

Experience working with SAP preferred

Experience with training supervisors and other direct reports

Experience in managing a highly unionized team of employees

Experience in conducting presentations to key client groups and senior management

Experience in writing reports analyzing the customer service that the organization is providing

Experience in improving procedures, policies and standards for department

Job Skills

Strong customer service skills

Dedication to excellence and a strong work ethic

Attention to detail

Lean Manufacturing, Six Sigma problem solving and analytical skills

Proficiency with MS Excel, Word, Access and Power point

Strong analytical skills

Strong team building skills

Strong presentation skills (power point)

Communication Skills

Excellent written and oral communication skills

Strong presentation delivery skill

Ability to communicate well with internal and external customers and all levels within organizations

Bilingual French/English

Certificates, Licenses and Registrations

Valid Driver's License

Ability to obtain Airport Transport Authority badge required

Ability to obtain Customs Seal for Airport Transport Authority badge required

Travel

Up to 20%

Environmental Requirements

Regularly stands, bends, lifts, and moves intermittently during shifts of 10+ hours as needed

In a normal production kitchen facility there may be physical discomfort due to temperature and noise

Must be able to lift, push, pull and move product, equipment, supplies, etc., in excess of twenty-five (25) pounds

Demonstrated Competencies to be Successful in the Position

Thinking - Information search and analysis, problem resolution skills

Engaging - understanding others, team leadership, developing people

Inspiring - influencing and building relationships, motivating and inspiring, communicating effectively

Achieving - delivering business results under pressure, championing performance improvement, customer focus

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Gate Gourmet is proud to be an Equal Opportunity Employer!