About us
gategroup is the global leader in airline catering, retail-on-board, and hospitality products and services. gategroup provides passengers with superior culinary and retail experiences, leveraging innovation and advanced technology solutions. Headquartered in Zurich, Switzerland, gategroup delivers operational excellence through the most extensive catering network in the aviation industry, serving passengers from over 200 operating units in over 60 countries/territories across all continents.
We work in an exciting industry – fast-paced and ever-changing. Industry trends and customer expectations are constantly evolving and it is critical that we are agile, innovative, and ready for change - and our people are our driving force. We offer attractive opportunities to be part of this fast-paced and truly international working environment.
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Job Summary
Reporting to the General Manager for the unit, the Manager, Ops, Customer Service is responsible for supporting the operational unit with meeting customer requirements and needs. This position will act as a liaison between the airline customer and the Gate Gourmet operational unit.
Annual Hiring Range/Hourly Rate:
- $60,000- $75,000/Per Year
Benefits
- Paid time off
- 401k, with company match
- Company sponsored life insurance
- Medical, dental, vision plans
- Voluntary short-term/long-term disability insurance
- Voluntary life, accident, and hospital plans
- Employee Assistance Program
- Employee Discounts
- Free hot healthy meals for unit operations roles
Main Duties & Responsibilities
- 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 T-minus 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.
Internal & External 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. SR (Shared Responsibility)
- 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. SR
- Provides regular two-way communication between the client and local GGI, to provide strong team representation and set proper client expectations.
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. SR
- 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. SR
- Ensures that Customs requirements, GGI Bonded policy and local Agriculture (compliance agreement) are implemented. SR
Quality
- Assists 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
- Conducts weekly documented billing checks to ensure items billed.
- Reviews monthly service order to ensure all service items captured and aligned with CXP and Sales force.
Targets
- Manages to a customer-specific 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) SR
Qualifications
Education:
- High School Diploma or GED required
- Associates degree or degree from a 4 year university or college is preferred
Work Experience:
- Proven Account Management skills required in order to create, maintain, and enhance customer relationships
- Minimum of 3 years of account/project management experience.
Technical Skills: (Certification, Licenses and Registration)
- Extremely detail oriented
- Technical and analytical competence (understands software, hardware, networks, etc.)
- Motivated, goal oriented, and persistent
- High level of initiative and works well in a fast paced, team environment
- Handles stressful situations and deadline pressures well
- Plans and carries out responsibilities with minimal direction
- Full knowledge of any customer specific requirements in Service Agreement and delivers as listed below:
Language / Communication Skills:
- Excellent written and oral communication skills
- Bilingual is a plus.
Core Competencies Required
Customer Focus: Delivers prompt, courteous, and effective support to all users.
Accountability: Takes ownership of assigned tasks and follows through to resolution.
Teamwork: Works collaboratively and supports colleagues to achieve common goals.
Communication: Explains technical information clearly to non-technical users.
Adaptability: Remains flexible and calm under pressure in a fast-paced environment.
Continuous Learning: Proactively develops skills and keeps knowledge up to date.
Job Dimensions
Geographic Responsibility: US
Type of Employment: Full-time
The above statements are intended to describe the general nature and level of the job 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. gategroup 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. Candidates may be required to go through a pre-employment drug screen, criminal check, and/or airport fingerprinting.
gategroup – an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans, and persons with disabilities.