Customer Service Manager

The Customer Service Manager serves as a crucial liaison between dnata Catering and its airline customers, ensuring seamless communication and exceptional service delivery. This role is responsible for managing customer relationships, addressing concerns, and exceeding customer expectations to foster strong partnerships and drive operational success.

Account Management

Develop and maintain an excellent relationship with the assigned account(s) and act as a liaison between the CSC, the airline and the Key Account Manager
Ensure accurate billing and provisioning to the airline
Maintain daily par levels and inventory control in accordance with customer standards
Ensure equipment inventory is taken in a timely and accurate manner
Ensure the on time departure of all flights using catering guidelines
Support the respective departments regarding all airline cycle changes
Monitor and ensure compliance with customer specifications and equipment, policies and procedures (Food & Drug Administration (FDA), Hazard Analysis and Critical Control Points (HACCP) etc.) in cooperation with the responsible Quality Manager
Maintain customer specifications and monitor changes
Ensure that the airlines measurement system is taken into account in each department
Coordinate and participate in all CSC evaluations by the customer. Distribute evaluation feedback to department Managers and ensure response is provided in a timely manner
Monitor and ensure CSC compliance with the airlines safety expectations
Develop, document and maintain flight attendant comment and delay database
Support the Executive chef in menu presentations as needed. Assist in Chef tables
Track quality scores
Ensure par levels of customer inventory and customer specific goods
Participate in special customer projectsLeadership
Ensure that the area of responsibility is properly organized, staffed and managed accordingly.
Guide, motivate and develop the subordinate employees within the Human Resources Policy
Make the company's values and management principles live in the department(s)
Plan / Implement and control the cost budget in the area of responsibility; initiate and steer corrective actions in case of deviations
Participate and support company sponsored initiatives such as HACCP, Lean Manufacturing, Employee Safety

Nonessential functions:Other duties as assigned

Education:

Bachelor's degree or equivalent experience required. In addition, three to five years of experience in related field

Qualifications:

Strong presentation, communication, training and interpersonal skills
Demonstrable record of understanding and meeting customer expectations
Proven track record of understanding of the drivers of product and labor cost variances
Needs good knowledge of Microsoft Office and Windows-based computer applications

PHYSICAL DEMANDSWhile performing the duties of this position, the employee is regularly required to stand, walk, reach, bend, stoop, kneel, and occasionally lift and/or move up to 30 pounds.Employees are expected to follow all safety and security procedures, report unsafe conditions, and utilize equipment and materials properly.WORK ENVIRONMENTThe essential functions of this position are performed in both office and operational environments. The employee may regularly visit production kitchens, warehouse areas, loading docks, airline ramp operations, and airport facilities.The employee may be exposed to varying temperatures, loud noise levels, operational equipment, and outdoor weather conditions while supporting airline operations.