Customer Service Manager - Mississauga, Canada - Gate Gourmet

Gate Gourmet
Gate Gourmet
Verified Company
Mississauga, Canada

1 week ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description
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 Tminus 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 tminus 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 twoway 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 customerspecific 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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