Job Title

Discover the Difference You Can Make at Gate Gourmet Gate Gourmet, a Gate Group company, is the worlds 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 operations for all accounts as they directly pertain to meeting customer requirements and needs. This position reports to the General Manager and serves as the primary liaison between airline customers and the Gate Gourmet operational unit. What were looking for Were seeking a dynamic professional with a passion for customer service and a charismatic problem solver who can be the key point of contact for our customers and exceed expectations. The ideal candidate will have previous experience working in an account management role servicing airlines. 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. Mentors and supervises direct reports including Customer Service Managers, Customer Service Representatives, and other operational support staff. Develops and maintains 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 accountspecific training to unit management and personnel. Ensures all kitchen personnel are trained on all types of customer aircraft, maintains current loading diagrams and configurations and any other data related 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 are maintained at the highest levels and performs datatrending analysis. Problemsolves and makes recommendations regarding rootcause determination at the operations level. Serves as the primary contact for all daytoday operational communications with the customer and develops business relationships to resolve rootcause issues. Acts as the single point of contact with the airline and should be available on call to respond to customer phone calls, emails, and telex inquiries. Is externally/internally visible to the customer by participating in flight deliveries and interfacing with cabin crew and operations unit. Works 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 48hour period from the time the comment/complaint was received. Arranges customer visits including meal presentations at the operations unit. Participates in conference calls, meetings, workshops pertaining to the customer, marketing, Sales, and operations which pertain to airline issues and content. Works with multilevel team members to gain buyin. Handles complaints from team and customers and tracks performance base and carry out. Sets reasonable customer satisfaction goals and works with the team to meet them consistently. Interacts with customers on a daily basis, responding to their questions and resolving matters amicably. Meets with other managers to discuss possible improvements and or functions of the department. Involves in staff recruitment and appraisals. Education Not specified. Work Experience Minimum 5 years experience in sales, marketing or customer service or a related field. Previous work experience in a fastpaced, timesensitive environment. 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 with SAP is preferred. Experience in 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 the department. Job Skills Dedication to excellence and a strong work ethic. Lean Manufacturing, Six Sigma problemsolving and analytical skills. Proficiency with MS Excel, Word, Access and PowerPoint. Strong analytical skills. Strong teambuilding skills. 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. Certificates, Licenses and Registrations Ability to obtain Airport Transport Authority badge required. Ability to obtain Customs Seal for Airport Transport Authority badge required. Travel Up to 20%. 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 twentyfive (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! #J-18808-Ljbffr