Customer Service Manager

DNATA US Inflight Catering • Inwood, NY

7d • $75,000 - $95,000 • Hybrid

About The Position

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.

Requirements

• Bachelor's degree or equivalent experience required.
• Three to five years of experience in related field
• 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
• Applicants must be legally authorized to work in the United States at the time of application and throughout their employment without current or future sponsorship from dnata Catering USA.

Responsibilities

• 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 projects
• 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
• Other duties as assigned

Benefits

• 401(k)
• Medical, Dental & Vision
• Complimentary Daily Meals: Enjoy FREE breakfast, lunch, and dinner during your shift
• Mentoring opportunities
• Volunteer opportunities
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager